Contact Center Expert - Workforce Management
Core
Credentialed Workforce Management (WFM) and Quality Management (QM) specialist providing deep technical expertise for complex customer engagements, including platform health checks, forecasting reviews, and schedule design.
Role type
Senior IC Workforce Management & Quality Management Product Specialist
Builds
WFM platform configurations, forecasting models, schedule templates, and QM evaluation workflows for enterprise contact centers
Domain
Contact Center as a Service (CCaaS) / Workforce Engagement Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
WFM platform configuration, forecasting methodology, schedule design, QM form design, calibration program setup, adherence tracking, multi-site operations design, production troubleshooting
Preferred skills
Experience with NICE CXone, Genesys, Five9, Zoom platforms
Technologies
NICE WFM (IEX), Calabrio WFM, Verint WFM, CCaaS platforms
Responsibilities
Lead time-bound customer engagements for complex WFM and QM issues; perform WFM platform health checks and forecast methodology reviews; configure multi-site WFM designs and real-time adherence rules; design QM evaluation forms and calibration programs; document product gaps and provide structured feedback to the product team
Seniority
Senior, hands-on IC