Senior Engineer Workforce Management

Iron Mountain Incorporated

Tennessee

Hybrid

USD 110,000 - 160,000

Full time

5 days ago

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Benefits offered by this job

Competitive compensation

Flexible work options

Healthcare & retirement plan

Paid time off

Professional growth opportunities

Job summary

Iron Mountain Incorporated seeks a Senior Engineer, Workforce Management to design, optimize, and scale WFM processes and technology across Customer Excellence. You will bridge functional expertise with technical enablement, reducing manual work and improving planning accuracy globally.

The role focuses on forecasting, capacity planning, scheduling, and automation across regions and channels, with up to 20% travel.

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: translate business requirements into technical workflows, business rules, and scalable solutions.
Technical & quantitative expertise: systems-thinking, experience with scenario models, automation tools, or decision-support tools (SQL, low-code automation, scripting, data reporting).
Stakeholder collaboration & testing: experience gathering requirements, functional testing/UAT, and cross-functional teamwork.
Education: Bachelor’s degree in Industrial Engineering, Systems Engineering, Operations Research, Computer Science, Analytics, or related field (or equivalent).

Responsibilities

Design and optimize core WFM processes supporting forecasting, capacity planning, scheduling, skilling, shrinkage, productivity, and service levels.
Partner with Technology teams to configure workflows, automate activities, and optimize WFM platforms; evaluate AI capabilities for scenario planning.
Develop scenario-planning tools to evaluate staffing, demand, productivity, and cost tradeoffs.
Lead design reviews, UAT, and documentation of business rules; ensure post-implementation benefits.
Bridge across Workforce Management, Operations, Technology, and external vendors; translate challenges into scalable solutions.

Skills

WFM

Forecasting

Scheduling

Capacity planning

CX / Contact center

Process engineering

Stakeholder collaboration

UAT / testing

Education

Bachelor's degree in Industrial Engineering / Systems Engineering / Operations Research / Computer Science / Analytics

Tools

SQL

Low-code automation

Scripting

Data reporting tools

Job description

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)

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)

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!