Contact Center Expert - Workforce Management

RingCentral; Manila; On-site; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Comprehensive HMO

Personal Time Off

Quarterly Performance Bonus

Job summary

RingCentral is seeking a Contact Center Expert - Workforce Management in the Philippines to lead complex WFM engagements across multi-site operations. You will review forecasting models, scheduling configurations, adherence tracking, and QM-driven improvements.

This role collaborates with Technical Success Managers to deliver actionable findings and product feedback. The ideal candidate has 7+ years in WFM, hands-on experience with NICE/Calabrio/Verint, and a track record of improving forecast

Qualifications

• Minimum 7 years of hands-on WFM work with multi-site experience.
• Deep hands-on experience with NICE WFM, Calabrio WFM, or Verint WFM.
• Owns WFM configuration for multi-site operations and scheduling decisions.
• Experience diagnosing WFM configuration failures in production.
• Documented project history with measurable outcomes for audits.

Responsibilities

• Engage customers as a pull-in specialist for domain depth and complex configurations.
• Lead time-bound engagements: discovery, configuration reviews, and design workshops.
• Assess WFM platform health: forecasting, scheduling, and adherence outputs.
• Review forecast methodology using historical data and pattern analysis.
• Evaluate schedule configurations, templates, and coverage gaps.
• Configure real-time adherence and multi-site WFM design.

Skills

WFM analysis

Forecasting

Adherence tracking

Tools

NICE WFM

Calabrio WFM

Verint WFM

Job description

Contact Center Expert - Workforce Management

Say hello to opportunities. If you’re looking to be part of what’s next in communication, you’re in the right place. At RingCentral, we believe the best customer experiences happen when humans and AI work together. Our agentic voice AI portfolio—AIR, AVA, and ACE—brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More seamless, intelligent experiences for businesses everywhere. With $2.5B+ in ARR and $250M invested in R&D annually, we’re building the future of AI-powered business communications. This is where you and your skills come in. We’re currently looking for: The Contact Center Expert - Workforce Management is a credentialed, hands‑on product and domain specialist viewed as a subject matter expert.

This is not a relationship role and it is not a consulting role in the generalist sense. The practitioner built things, configured things, broken things, and fixed them - in production environments. We learn more from mistakes than successes and it’s important that you’ve made mistakes and worked through them with positive outcomes. That insight will be valuable to the customers you assist. You are engaged by the Technical Success Manager (TSM) when a customer requires expertise that goes beyond what the TSM can cover. The engagement may be a targeted consultation, a platform health check, an AI or workflow design session, or a multi-session optimization program. The engagements will have a defined scope, an associated cost to the customer, and defined start and exit dates. The TSM owns the customer relationship throughout and you will own the engagement from start to finish.

Job Responsibilities

• Customer Engagements Engage as a pull-in specialist when the TSM identifies a customer need requiring domain depth - complex configuration, design discussions, workflow brainstorming sessions, forecasting discussions, QA processes, data and analytics, etc
• Lead focused, time-bound customer engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations
• WFM platform health checks: assessing whether the customer's forecasting model, scheduling configuration, and adherence tracking are producing accurate, usable outputs
• Forecast methodology review: historical volume data, pattern identification, shrinkage assumptions, and forecast accuracy against actuals
• Schedule build assessment: schedule configurations, shift templates, bidding or assignment rules, and coverage gap analysis
• Real-time adherence (RTA) configuration: adherence states, tolerance thresholds, and agent activity code configuration
• Multi-site WFM design: configuration for customers with distributed contact center operations across time zones and geographies
• QM evaluation form design: assessing whether evaluation forms are built to measure behaviors that correlate with customer satisfaction and compliance outcomes
• Calibration program configuration: calibration session setup, scoring variance analysis, and inter-rater reliability processes
• QM workflow configuration: evaluation assignment logic, acknowledgment workflows, coaching integration, and dispute resolution processes
• Traditional QM reporting: evaluation completion rates, score distribution, trend analysis, and coaching effectiveness measurement
• Deliver findings and recommendations professionally - written output and verbal presentation to technical leads and senior business stakeholders
• Product Feedback Document recurring product gaps, configuration limitations, and customer-requested capabilities observed across engagements
• Submit structured input through the SME-to-Product feedback channel after each engagement
• Participate in product beta programs and early access initiatives within your specialty lane
• Internal Knowledge Maintain current, deep knowledge of your specialty lane across all RingCentral products.
• Contribute to all knowledge resources for RingCentral teams
• Stay current on competitive platform capabilities (NICE CXone, Genesys, Five9, Zoom) within your domain

Desired Qualifications

• Minimum 7 years of hands‑on WFM work - as a WFM analyst, WFM configuration specialist, or CCaaS professional services engineer with WFM as primary scope
• Deep hands‑on experience with at least two of the three target platforms: NICE WFM (IEX), Calabrio WFM, Verint WFM
• Personal ownership of WFM configuration for multi-site operations - able to describe the site structure, volume split assumptions, and schedule design decisions
• Direct experience with QM platform configuration on at least one platform - evaluation form design, calibration setup, and QM reporting
• Experience diagnosing WFM configuration failures - forecast accuracy issues, adherence state misconfiguration, schedule build errors - and correcting them in production
• A detailed track record citing the projects, describing the environments, outlining the mistakes, and explaining the decisions you made
• Documented professional history that a technical interviewer can interrogate: past employers, project scopes, systems touched, outcomes delivered

What we offer

• Comprehensive HMO package (medical and dental)
• Personal Time Off Leaves
• Quarterly Performance Bonus
• Employee Assistance and Wellness Programs

RingCentral’s work culture is the backbone of our success.

About RingCentral/Acquire Intelligence

RingCentral is a global leader in agentic voice AI–powered business communications, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. As the communications layer connecting businesses and customers, RingCentral is the front door of business communication and is in the advantageous position to apply AI at every phase of the conversation journey—before, during, and after each interaction. Our agentic AI portfolio includes autonomous voice-first AI agents that automate calls, assist in the moment, and analyze every interaction – enabling businesses to work smarter, respond faster, and connect more meaningfully with their customers.

Visit ringcentral.com to learn more.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process.

Acquire Intelligence transforms the way companies grow and operate by combining intelligent global outsourcing with AI consulting and implementation to accelerate growth and transform business at scale. We eliminate inefficiencies, automate with intent, and reallocate work to where it performs best. With 9,000 employees across Australia, the Philippines, the Dominican Republic, and the United States, we provide secure and scalable solutions in customer experience, back office, and digital operations. Founded in 2006, Acquire offers flexible delivery models ranging from building Remote Teams to comprehensive outsourcing in both onshore and offshore locations. Our AI division accelerates transformation with automation strategies that deliver guaranteed ROI. All solutions are backed by deep expertise and enterprise grade compliance. At Acquire Intelligence, we are Safe, Flexible, and Innovative. We deliver transformation with intent, impact, and entrepreneurial energy.

RingCentral is an EEO/AA employer.