Senior Engineer – Workforce Management

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

📋 Description

• Design and enhance key Workforce Management processes that support forecasting, capacity planning, scheduling, skill development, shrinkage management, productivity, and service levels.

• Convert operational needs into scalable business rules, decision-making logic, and workforce skill frameworks.

• Collaborate with Technology and platform vendor teams to set up workflows, automate manual tasks, and enhance enterprise WFM platforms.

• Assess emerging AI and automation technologies for scenario planning and workforce decision-making support.

• Create scenario-planning tools and methodologies to analyze staffing, demand, productivity, and cost trade-offs.

• Evaluate system performance to refine forecasting models and boost planning efficiency alongside Workforce Intelligence teams.

• Lead functional design reviews, user acceptance testing, the documentation of business rules, and readiness for implementation.

• Execute post-implementation reviews to confirm that anticipated productivity and operational benefits are achieved.

• Connect Workforce Management, Operations, Technology, Workforce Intelligence, and external vendor teams.

• Conduct design sessions that transform operational challenges into scalable solutions.

⛳️ Requirements

• A minimum of 5 years of progressive experience in Workforce Management, contact-center workforce planning, process engineering, operations engineering, or WFM technology.

• Comprehensive understanding of forecasting, scheduling, capacity planning, skills management, shrinkage, productivity, and service-level planning within a CX or contact center setting.

• Demonstrated proficiency in process engineering and solution design.

• Experience in converting business requirements into technical workflows, process maps, business rules, and scalable solutions.

• A systems-thinking approach with experience in developing scenario models, automation tools, or decision-support instruments.

• Familiarity with SQL, low-code automation, scripting, or data reporting tools is preferred.

• Proven experience in leading requirements gathering, functional testing/UAT, documentation, and collaboration with cross-functional technical and non-technical teams.

• A bachelor's degree in Industrial Engineering, Systems Engineering, Operations Research, Computer Science, Business, Analytics, or a related field, or equivalent relevant experience.

🏝️ Benefits

• Competitive Compensation: Salary details and benefits package aligned with experience and industry standards.

• Flexible Work Options: Remote/hybrid arrangements supporting work-life balance.

• Up to 20% travel.

• Full health, wellness, and retirement plan options.

• Generous paid time off and holiday schedule.

• Opportunities for continuous learning, capability development, and technical advancement.