Senior WFM Engineer — Process, Forecasting & Automation

Iron Mountain; Nashville (TN); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Remote/hybrid options

Travel up to 20%

Healthcare & Retirement

Paid Time Off

Continuous learning

Job summary

Iron Mountain is seeking an innovative Senior Engineer, Workforce Management to join our Customer Excellence team. You will design, optimize, and enable scalable WFM processes and technology solutions across regions and channels.

Responsibilities include modeling, scenario planning, testing, and governance to reduce manual work and improve forecasting accuracy. Travel up to 20% may be involved in a hybrid, remote-friendly setting.

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: Translating business requirements into technical workflows, rules, and scalable solutions.
• Technical & Quantitative expertise: SQL, low-code automation, scripting, or data reporting tools.
• Stakeholder collaboration & testing: Experience leading requirements, functional testing/UAT, and cross-functional collaboration.
• Education: Bachelor's degree in Industrial/Systems Engineering, OR related field.

Responsibilities

• Design and optimize core WFM processes supporting forecasting, capacity planning, scheduling, skilling, shrinkage, productivity, and service levels.
• Configure workflows, automate manual activities, and optimize enterprise WFM platforms with Technology teams.
• Develop scenario-planning tools to evaluate staffing, demand, and cost tradeoffs; refine models with Workforce Intelligence teams.
• Lead design reviews, UAT, and documentation of business rules; ensure post-implementation benefits.
• Bridge Workforce Management, Operations, Technology, and external vendor teams to translate challenges into scalable solutions.

Skills

WFM experience

Forecasting

Scheduling

Capacity planning

Skills management

Shrinkage

Productivity

Service levels

Process engineering

Solution design

SQL

Low-code automation

Scripting

Data reporting

UAT

Documentation

Cross-functional collab

Education

Bachelor's degree in a relevant field

Job description

Iron Mountain is seeking an innovative Senior Engineer, Workforce Management to join our Customer Excellence team. You will design, optimize, and enable scalable WFM processes and technology solutions across regions and channels.

Responsibilities include modeling, scenario planning, testing, and governance to reduce manual work and improve forecasting accuracy. Travel up to 20% may be involved in a hybrid, remote-friendly setting.