Senior WFM & AI Enablement Specialist

RingCentral; United States; On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Comprehensive medical, dental, vision

401K match and ESPP

Paid time off and sick leave

Parental and pregnancy leave

EAP with counseling

Legal services

Bonus referral program

Job summary

RingCentral seeks a Sr. Customer Enablement Practitioner with deep WFM expertise to lead technical engagements from discovery through delivery. You will own multi-site WFM configurations, evaluate QM forms, and troubleshoot production issues, ensuring robust forecasting, scheduling, and adherence.

Strong communication and documented outcomes are essential for success. You will collaborate with Technical Success Managers and customer teams to design AI-assisted workflows, analyze data models, and

Qualifications

• 7+ years hands-on WFM work experience (analyst/configuration/PS engineer)
• Experience with two of: NICE WFM (IEX), Calabrio WFM, Verint WFM
• Ownership of WFM configuration for multi-site ops
• Direct experience with QM platform configuration
• Experience diagnosing WFM config failures and fixing production issues
• Proven track record with project scopes, environments, outcomes

Responsibilities

• Engage as pull-in specialist for complex configuration and design discussions
• Lead time-bound discovery, configuration reviews and design workshops
• Perform WFM platform health checks and forecast/schedule adherence reviews
• Review forecast methodology, volume data, patterns and accuracy
• Assess schedule build configurations and coverage gaps
• Configure real-time adherence and multi-site WFM designs
• Design QM evaluation forms and calibration workflows
• Document findings and present recommendations to stakeholders
• Contribute to product feedback and knowledge resources

Skills

WFM domain expertise

Technical delivery ownership

Detailed project track record

Effective communication

Tools

NICE WFM (IEX)

Calabrio WFM

Verint WFM

QM platform configuration

Job description

RingCentral seeks a Sr. Customer Enablement Practitioner with deep WFM expertise to lead technical engagements from discovery through delivery. You will own multi-site WFM configurations, evaluate QM forms, and troubleshoot production issues, ensuring robust forecasting, scheduling, and adherence.

Strong communication and documented outcomes are essential for success. You will collaborate with Technical Success Managers and customer teams to design AI-assisted workflows, analyze data models, and