Contact Center Expert - Workforce Management
Core
Credentialed Workforce Management (WFM) and Quality Management (QM) specialist providing targeted, time-bound customer engagements for complex configuration, design, and optimization.
Role type
Senior IC Workforce Management & Quality Management Specialist
Builds
WFM platform configurations, forecasting models, scheduling templates, and QM evaluation workflows for enterprise contact centers.
Domain
Contact Center Operations / Workforce Engagement Management
Required skills
WFM platform configuration, forecasting methodology, schedule build design, real-time adherence (RTA) setup, QM form design, calibration program configuration, multi-site operations design, data analytics, troubleshooting production failures
Preferred skills
Experience with NICE CXone, Genesys, Five9, Zoom platforms
Technologies
NICE WFM (IEX), Calabrio WFM, Verint WFM, NICE CXone, Genesys, Five9, Zoom
Responsibilities
Lead focused customer engagements including discovery sessions, configuration reviews, and design workshops; perform WFM platform health checks and forecast methodology reviews; configure schedule builds, adherence states, and QM workflows; deliver written findings and verbal presentations to stakeholders; document product gaps and participate in beta programs.
Seniority
Senior, hands-on IC
