Sr. Customer Enablement Practitioner – WFO
Core
Sr. Customer Enablement Practitioner providing deep domain expertise in Workforce Management (WFM) configuration, design, and troubleshooting for complex customer needs.
Role type
Senior IC WFM Configuration Specialist
Builds
Production WFM environments, AI workflow designs, and optimization programs for enterprise contact centers.
Domain
Workforce Management (WFM) / Contact Center as a Service (CCaaS)
Required skills
WFM configuration, API and integration design, forecasting methodology, schedule build design, QM platform configuration, adherence state configuration, multi-site WFM design, calibration program setup, QM workflow configuration, data modeling
Preferred skills
Experience with NICE WFM, Calabrio WFM, Verint WFM, competitive platform analysis (Genesys, Five9, Zoom)
Technologies
NICE WFM (IEX), Calabrio WFM, Verint WFM, RingCentral AIR/AVA/ACE
Responsibilities
Lead technical engagements including discovery sessions, configuration reviews, and design workshops; perform WFM platform health checks and forecast methodology reviews; configure real-time adherence and multi-site WFM designs; design QM evaluation forms and calibration programs; document product gaps and provide feedback to product teams.
Seniority
Senior, hands-on IC
