Senior WFM Engineer - Automation & Forecasting (Remote)

ironmountain; EE. UU.; Híbrido; USD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive Compensation

Remote/hybrid options

Travel opportunities

Healthcare & retirement benefits

Paid time off

Descripción de la vacante

Iron Mountain is seeking a Senior Engineer, Workforce Management to design, optimize, and scale WFM processes across the Customer Excellence team. You will translate operational needs into scalable rules and models, partnering with Technology to automate workflows and improve forecasting accuracy.

You will lead design reviews, oversee UAT, and collaborate across Workforce Management, Operations, and external vendors to deliver impactful governance and scalable solutions.

Formación

• 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 CX or contact center.
• Proven ability in process engineering & solution design: translate business requirements into technical workflows, rules, and scalable solutions.
• Technical & quantitative expertise: experience with scenario models, automation tools, or decision-support tools (SQL, low-code, scripting, data reporting).
• Experience leading requirements gathering, functional testing/UAT, documentation, and cross-functional collaboration.
• Bachelor's degree in Industrial Engineering, Systems Engineering, Operations Research, Computer Science, Analytics, or related field.

Responsabilidades

• WFM Process & Solution Engineering: design and optimize core WFM processes across forecasting, capacity planning, scheduling, skilling, and service levels.
• WFM Technology & Automation Enablement: configure workflows, automate manual activities, and optimize platforms; assess AI capabilities for planning.
• Modeling, Scenario Planning & Optimization: develop scenario tools to evaluate staffing, demand, productivity, and cost tradeoffs.
• Testing, Implementation & Governance: lead design reviews, UAT, document business rules, ensure implementation readiness.
• Cross-Functional Partnership: bridge WFM with Operations, Technology, and external vendors.

Conocimientos

WFM experience

Forecasting

Scheduling

Process engineering

Stakeholder collaboration

Educación

Bachelor's degree in Industrial Engineering or related field

Herramientas

SQL

Low-code automation

Scripting

Data reporting tools

Descripción del empleo

Iron Mountain is seeking a Senior Engineer, Workforce Management to design, optimize, and scale WFM processes across the Customer Excellence team. You will translate operational needs into scalable rules and models, partnering with Technology to automate workflows and improve forecasting accuracy.

You will lead design reviews, oversee UAT, and collaborate across Workforce Management, Operations, and external vendors to deliver impactful governance and scalable solutions.