Senior WFM Engineer - Forecasting & Automation

Iron Mountain; United States; Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive Compensation

Flexible Work Options

Comprehensive Healthcare & Retirement

Paid Time Off

Continuous Growth

Job summary

Iron Mountain is seeking an innovative, analytical Senior Engineer, Workforce Management to join our Customer Excellence (CX) team. You will design, optimize, and enable scalable WFM processes, tools, and technology solutions across CX, applying an engineering mindset to eliminate manual activity and scale globally.

Responsibilities include design of core WFM processes, automation enablement with Technology, scenario planning, and governance.

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 and solution design: translate requirements into workflows, rules, and scalable solutions.
• Technical & quantitative expertise: systems-thinking with experience building scenario models, automation tools, or decision-support tools.
• Stakeholder collaboration & testing: lead requirements gathering, functional testing/UAT, documentation, and cross-functional teamwork.
• Education: Bachelor's degree in Industrial Engineering, Systems Engineering, Operations Research, CS, Business, Analytics, or related field.

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 activities, and optimize WFM platforms; explore AI opportunities for planning.
• Develop scenario-planning tools to evaluate staffing, demand, productivity and cost tradeoffs with Workforce Intelligence teams.
• Lead design reviews, UAT, and document business rules; ensure post-implementation benefits.
• Serve as a bridge across WFM, Operations, Technology, and external vendors; translate challenges into scalable solutions.

Skills

WFM experience

Forecasting

Scheduling

Process engineering

Stakeholder collaboration

SQL / data reporting

UAT testing

Education

B.S. Industrial Eng

Tools

SQL

Low-code automation

Scripting

Job description

Iron Mountain is seeking an innovative, analytical Senior Engineer, Workforce Management to join our Customer Excellence (CX) team. You will design, optimize, and enable scalable WFM processes, tools, and technology solutions across CX, applying an engineering mindset to eliminate manual activity and scale globally.

Responsibilities include design of core WFM processes, automation enablement with Technology, scenario planning, and governance.