Operations Research Engineer

This is a fully remote position, open to applicants in Texas.

📋 Description

• Conduct research, design, and develop optimization models aimed at enhancing contact center workforce planning, scheduling, and resource allocation.

• Create and implement the schedule optimization engine utilizing OR-Tools/CP-SAT.

• Take ownership of the constraint model from beginning to end by transforming business rules into a solvable and maintainable model.

• Develop a production-ready solver service within the WFM platform that satisfies latency targets for actual forecast group volumes.

• Establish and verify schedule quality metrics, which include coverage attainment, constraint violations, solve time, and solution stability across re-solves.

• Equip the service with monitoring capabilities to assess quality in a production environment.

• Design and execute tests and validate optimization algorithms for performance, scalability, and accuracy.

• Collaborate with architects and engineering teams to integrate optimization models into a high-quality enterprise workforce-management optimization engine.

• Partner with workforce-planning and real-time analyst stakeholders to confirm the operational usability of generated schedules.

• Effectively communicate and present findings, methodologies, and results to both engineering and business stakeholders.

⛳️ Requirements

• A minimum of 6 years of professional experience in designing and implementing optimization solutions in production settings.

• Hands-on experience with OR-Tools (CP-SAT) or a similar constraint-programming/mixed-integer-programming solver.

• A solid foundation in linear programming, integer programming, or stochastic optimization.

• Direct experience in modeling and solving workforce or resource scheduling challenges.

• Proven experience working with large datasets and addressing large-scale optimization problems.

• Proficiency in programming languages such as Java, Python, or C++.

• Experience in translating intricate business requirements into mathematical models and optimization objectives.

• Strong software engineering skills with the capability to develop production-grade services and validation frameworks.

• Excellent analytical, problem-solving, and communication abilities.

• Familiarity with the WFM domain.

• Experience in building optimization solutions for workforce planning, scheduling, logistics, transportation, or resource allocation.

• Knowledge of forecasting and decision-support systems.

• Experience with cloud platforms, including AWS, GCP, or Azure.

• Practical experience in AI-assisted software development or AI-enabled solutions, utilizing tools such as Claude or GitHub Copilot.

🏝️ Benefits

• A comprehensive compensation and benefits package.

• Health insurance coverage.

• A relocation program.

• Flexibility for remote work.

• Opportunities for professional development.

• Access to certification programs.

• Participation in mentorship and talent investment programs.

• Opportunities for internal mobility.

• Internship opportunities available.

• Collaboration on meaningful projects for leading global clients.

• An inclusive and supportive work environment.

• Regular team-building social events organized by the company.