Senior WFM Engineer - Remote AI Planning

Iron Mountain; Nashville (TN); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive compensation

Remote/hybrid options with travel up2

Healthcare & retirement

Job summary

Iron Mountain seeks a Senior Engineer, Workforce Management to design and scale WFM processes and technology across Customer Excellence. You will reduce manual work, improve forecasting accuracy, and enable global, scalable solutions across regions, channels, and models.

The role partners with Technology and external vendors; requires 5+ years in WFM, CX, and process design, with SQL or scripting skills. Remote-friendly with up to 20% travel for a hybrid work setup.

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, maps, rules, and scalable solutions.
• Technical & quantitative expertise: SQL, low-code automation, scripting, or data reporting tools.
• Experience leading requirements gathering, testing/UAT, and cross-functional collaboration.
• Education: Bachelor's degree in related field or equivalent experience.

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 manual activities, and optimize WFM platforms.
• Develop scenario-planning tools to evaluate staffing, demand, productivity, and cost tradeoffs.
• Lead functional design reviews, UAT, and documentation of business rules.
• Act as a bridge across WFM, Operations, Technology, and vendors; drive scalable solutions.

Skills

WFM experience

Contact-center planning

Process engineering

Operations engineering

WFM technology

Forecasting

Scheduling

Capacity planning

Skills management

Shrinkage

Productivity

Service levels

Process design

SQL

Low-code automation

Scripting

Data reporting tools

Education

Bachelor’s degree in Industrial/Systems Engineering, OR, CS, Business or Analytics

Tools

SQL

Low-code automation

Scripting

Data reporting tools

Job description

Iron Mountain seeks a Senior Engineer, Workforce Management to design and scale WFM processes and technology across Customer Excellence. You will reduce manual work, improve forecasting accuracy, and enable global, scalable solutions across regions, channels, and models.

The role partners with Technology and external vendors; requires 5+ years in WFM, CX, and process design, with SQL or scripting skills. Remote-friendly with up to 20% travel for a hybrid work setup.