Sr. Customer Enablement Practitioner – WFO
Core
Sr. Customer Enablement Practitioner providing deep domain expertise in Workforce Management (WFM) and Quality Management (QM) to support complex customer engagements, including configuration, design, and troubleshooting.
Role type
Senior IC WFM/QM Configuration Specialist
Builds
Production WFM and QM configurations, forecasting models, schedule designs, and evaluation workflows for enterprise contact centers.
Domain
Contact Center Operations / Workforce Engagement Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
WFM configuration, API and integration design, forecasting methodology, schedule build design, QM platform configuration, adherence state configuration, multi-site operations design, calibration program setup, QM workflow configuration, data model design, API orchestration
Preferred skills
Experience with NICE WFM, Calabrio WFM, Verint WFM, QM evaluation form design, real-time adherence (RTA) configuration, competitive platform knowledge
Technologies
NICE WFM (IEX), Calabrio WFM, Verint WFM, QM platforms, API frameworks
Responsibilities
Lead technical engagements for complex customer needs including discovery sessions and design workshops; perform WFM platform health checks on forecasting and scheduling; configure real-time adherence and multi-site operations; design QM evaluation forms and calibration programs; diagnose and correct WFM configuration failures; document product gaps and provide feedback to product teams.
Seniority
Senior, hands-on IC
