Senior Engineer Workforce Management

Iron Mountain; Nashville (TN); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive compensation

Remote/hybrid options with travel up2

Healthcare & retirement

Job summary

Iron Mountain seeks a Senior Engineer, Workforce Management to design and scale WFM processes and technology across Customer Excellence. You will reduce manual work, improve forecasting accuracy, and enable global, scalable solutions across regions, channels, and models.

The role partners with Technology and external vendors; requires 5+ years in WFM, CX, and process design, with SQL or scripting skills. Remote-friendly with up to 20% travel for a hybrid work setup.

Qualifications

• 5+ years of progressive experience in Workforce Management, contact-center workforce planning, process engineering, operations engineering, or WFM technology.
• Strong knowledge of forecasting, scheduling, capacity planning, skills management, shrinkage, productivity, and service-level planning in a CX or contact center environment.
• Proven ability in process engineering & solution design: translating business requirements into technical workflows, maps, rules, and scalable solutions.
• Technical & quantitative expertise: SQL, low-code automation, scripting, or data reporting tools.
• Experience leading requirements gathering, testing/UAT, and cross-functional collaboration.
• Education: Bachelor's degree in related field or equivalent experience.

Responsibilities

• Design and optimize core WFM processes supporting forecasting, capacity planning, scheduling, skilling, shrinkage, productivity, and service levels.
• Partner with Technology to configure workflows, automate manual activities, and optimize WFM platforms.
• Develop scenario-planning tools to evaluate staffing, demand, productivity, and cost tradeoffs.
• Lead functional design reviews, UAT, and documentation of business rules.
• Act as a bridge across WFM, Operations, Technology, and vendors; drive scalable solutions.

Skills

WFM experience

Contact-center planning

Process engineering

Operations engineering

WFM technology

Forecasting

Scheduling

Capacity planning

Skills management

Shrinkage

Productivity

Service levels

Process design

SQL

Low-code automation

Scripting

Data reporting tools

Education

Bachelor’s degree in Industrial/Systems Engineering, OR, CS, Business or Analytics

Tools

SQL

Low-code automation

Scripting

Data reporting tools

Job description

US | TN | Remote

Full time

J0109090

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Iron Mountain is seeking an innovative, analytical Senior Engineer, Workforce Management to join our Customer Excellence (CX) team.

In this role, you will be responsible for designing, optimizing, and enabling scalable Workforce Management (WFM) processes, tools, business rules, and technology solutions across Customer Excellence. Positioned between functional WFM expertise and technical enablement, you will apply an engineering and process-design mindset to eliminate manual activity, improve planning accuracy, and build repeatable WFM solutions that scale globally across regions, channels, and operational models.

What You'll Do (Responsibilities)

In this role, you will:

• WFM Process & Solution Engineering: Design and optimize core WFM processes supporting forecasting, capacity planning, scheduling, skilling, shrinkage, productivity, and service levels. Translate operational requirements into scalable business rules, decision logic, and workforce skill models.
• WFM Technology & Automation Enablement: Partner with Technology and platform vendor teams to configure workflows, automate manual activities, and optimize enterprise WFM platforms. Evaluate emerging AI and automation capabilities for scenario planning and workforce decision support.
• Modeling, Scenario Planning & Optimization: Develop scenario-planning tools and methodologies to evaluate staffing, demand, productivity, and cost tradeoffs. Analyze system performance to refine forecasting models and improve planning efficiency in collaboration with Workforce Intelligence teams.
• Testing, Implementation & Governance: Lead functional design reviews, user acceptance testing (UAT), clear documentation of business rules, and implementation readiness. Conduct post-implementation reviews to ensure expected productivity and operational benefits are realized.
• Cross-Functional Partnership: Act as a functional bridge across Workforce Management, Operations, Technology, Workforce Intelligence, and external vendor teams. Facilitate design sessions to rapidly translate operational challenges into scalable solutions.

What You'll Bring (Skills & Qualifications)

The ideal candidate will have:

• 5+ years of progressive experience in Workforce Management, contact-center workforce planning, process engineering, operations engineering, or WFM technology.
• Strong knowledge of forecasting, scheduling, capacity planning, skills management, shrinkage, productivity, and service-level planning in a CX or contact center environment.
• Proven ability in process engineering & solution design: Demonstrated success in translating business requirements into technical workflows, process maps, business rules, and scalable solutions.
• Technical & Quantitative Expertise: Systems-thinking mindset with experience developing scenario models, automation tools, or decision-support tools (working knowledge of SQL, low-code automation, scripting, or data reporting tools is preferred).
• Stakeholder Collaboration & Testing: Experience leading requirements gathering, functional testing/UAT, documentation, and collaborating with cross-functional technical and non-technical teams.
• Education: Bachelor's degree in Industrial Engineering, Systems Engineering, Operations Research, Computer Science, Business, Analytics, or a related field (or equivalent relevant experience).

What We Offer (Benefits)

• Competitive Compensation: Salary details and benefits package aligned with experience and industry standards.
• Flexible Work Options: Remote/hybrid arrangements supporting work-life balance (role involves up to 20% travel).
• Comprehensive Healthcare & Retirement: Full health, wellness, and retirement plan options.
• Paid Time Off: Generous paid time off and holiday schedule.
• Continuous Growth: Opportunities for continuous learning, capability development, and technical advancement.

Ready to build and innovate the next generation of WFM solutions at Iron Mountain?

If you are a process-driven WFM Engineer or Operations Specialist who loves bridging technical capability with operational strategy, we want you on our team!

Category: Project/Program Management Group

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [e-mail]. See the Supplement to learn more about Equal Employment Opportunity.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0109090