Senior WFM Enablement Specialist

RingCentral, Inc; Belmont (CA); On-site; USD 125,000 - 135,000; Full time

Benefits offered by this job

Comprehensive medical, dental, vision,

Health Savings Account (HSA), FSAs and

401K match and ESPP

Paid time off and paid sick leave

Paid parental and pregnancy leave

Family-forming benefits (IVF, Preserv,

Emergency backup care (Child/Adult/Pts

EAP with counseling 24/7

Free legal services for documents

Employee bonus referral program

Debt refinancing assistance

Employee perks and discounts program

Job summary

RingCentral is seeking a Sr. Customer Enablement Practitioner to lead hands-on WFM configurations, architecture trade-offs, and integration design for complex enterprise environments.

You will own technical engagements end-to-end, from discovery through delivery, ensuring production-ready solutions and measurable outcomes. Expect to work with TSMs on advanced forecasting, scheduling, QM workflows, and data-driven improvements across multiple sites.

Qualifications

• Minimum 7 years of hands-on WFM work as a WFM analyst, 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—describe site structure, volume split assumptions, and schedule design decisions.
• Direct experience with QM platform configuration—evaluation form design, calibration setup, and QM reporting.
• Experience diagnosing WFM configuration failures—forecast accuracy issues, adherence state misconfiguration, schedule build errors, and production fixes.
• Detailed track record citing projects, environments, mistakes, and decisions.
• Documented professional history that a technical interviewer can interrogate: past employers, project scopes, systems touched, outcomes delivered.

Responsibilities

• Engage as a pull-in specialist when a TSM identifies a complex need requiring domain depth—configuration, design, workflow brainstorming, forecasting, QA, data/analytics.
• Lead time-bound engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations.
• WFM platform health checks: assess forecasting, scheduling, and adherence outputs for accuracy and usability.
• Forecast methodology review: historical volume data, pattern identification, shrinkage assumptions, forecast accuracy vs. actuals.
• Schedule build assessment: configurations, shift templates, bidding/assignment rules, coverage gap analysis.
• Real-time adherence (RTA) configuration: adherence states, thresholds, and activity codes.
• Multi-site WFM design for distributed centers across time zones and geographies.
• QM evaluation form design and calibration processes; QM workflow configuration and delivery of insights.
• Calibration program configuration and inter-rater reliability analysis.
• QM reporting: completion rates, distribution, trends, and coaching effectiveness.
• Deliver findings and recommendations professionally—written and presented to technical leads and senior stakeholders.

Skills

WFM hands-on

NICE WFM (IEX)

Calabrio WFM

Verint WFM

QM configuration

API orchestration

Architectural trade-offs

Job description

RingCentral is seeking a Sr. Customer Enablement Practitioner to lead hands-on WFM configurations, architecture trade-offs, and integration design for complex enterprise environments.

You will own technical engagements end-to-end, from discovery through delivery, ensuring production-ready solutions and measurable outcomes. Expect to work with TSMs on advanced forecasting, scheduling, QM workflows, and data-driven improvements across multiple sites.