Calabrio WFM Professional Services Consultant

Unified Consultancy Services; Remote; INR 8,00,000 - 12,00,000; Full time

Job summary

A consulting firm in India seeks an experienced Calabrio Workforce Management Consultant. The ideal candidate will have over 3 years of experience in implementing Calabrio WFM solutions. Key responsibilities include leading implementations, gathering client requirements, and delivering training. Strong knowledge of workforce management principles and excellent communication skills are essential. The role allows for remote work with potential onsite travel to client sites.

Qualifications

• 3+ years of experience implementing or supporting Calabrio WFM.
• Strong understanding of forecasting, scheduling, and capacity planning.
• Excellent consulting skills with clients.

Responsibilities

• Lead end-to-end Calabrio WFM implementations.
• Conduct requirements gathering with clients.
• Configure and optimize forecasting and scheduling modules.
• Deliver user training for WFM administrators.
• Provide ongoing technical support post-implementation.

Skills

Calabrio WFM implementation

Workforce management principles

Client-facing communication

SQL and APIs knowledge

Tools

Calabrio Admin

Data integration tools

Job description

Location: Remote / India (with potential onsite travel to client sites)

Department: Professional Services

Reports to: Delivery Manager / WFM Practice Lead

About The Role

We are seeking an experienced Calabrio Workforce Management (WFM) Professional Services Consultant to join our implementation team. The ideal candidate will have hands‑on expertise in deploying, configuring, and supporting Calabrio WFM solutions within enterprise contact center environments. You will work closely with clients to translate business requirements into scalable, high-performance workforce management solutions.

Key Responsibilities

• Lead and deliver end-to-end Calabrio WFM implementations, including configuration, testing, and go-live support.
• Conduct requirements gathering sessions with clients to understand business processes, staffing models, and scheduling requirements.
• Configure and optimize forecasting, scheduling, adherence, and intraday management modules.
• Support system integration with ACDs, CRMs, HR, and reporting platforms (e.g., Genesys, Avaya, Cisco, NICE, or Verint).
• Deliver user training sessions for WFM administrators, supervisors, and agents.
• Troubleshoot post-implementation issues and provide ongoing technical support.
• Collaborate with internal teams (Project Management, QA, and Support) to ensure successful project delivery.
• Prepare and maintain project documentation, including design specs, test cases, and configuration records.
• Provide best practice recommendations to optimize contact center workforce performance.

Required Skills & Experience

• 3+ years of experience implementing or supporting Calabrio WFM or similar workforce management platforms (e.g., NICE, Verint, Aspect).
• Strong understanding of WFM principles — forecasting, scheduling, real‑time adherence, and capacity planning.
• Hands‑on experience with Calabrio Admin / Scheduler / Forecasting modules.
• Familiarity with contact center environments (voice, chat, digital channels).
• Working knowledge of SQL, APIs, and data integration tools for reporting and system linkage.
• Excellent client‑facing communication and consulting skills.
• Experience with Professional Services delivery, including timelines, milestones, and documentation.
• Ability to work independently and manage multiple customer engagements simultaneously.

Preferred Qualifications

• Calabrio WFM certifications or equivalent vendor credentials.
• Experience with Calabrio ONE Suite (Analytics, QM, or Reporting).
• Background in contact center operations or workforce planning.
• Exposure to cloud environments (AWS, Azure) and API‑based integrations.