Sr. Customer Enablement Practitioner - WFO

Ladders; United States; Remote; USD 125,000 - 135,000; Full time

Benefits offered by this job

Comprehensive health coverage

401K match

Stock Purchase Plan (ESPP)

Paid time off

Emergency backup care

EAP

Legal services

Job summary

Ladders seeks a Sr. Customer Enablement Practitioner - WFO to guide customers in optimizing their contact center environments and maximizing value from the company platform. You will serve as a senior technical advisor focused on forecasting, scheduling, and workforce operations.

You will lead consultative engagements, assess current-state performance, and deliver practical recommendations while partnering with customer stakeholders and internal teams to shape solutions and adoption.

Qualifications

• 8+ years in CCaaS post-sales, professional services or solutions engineering.
• API and integration design in enterprise environments.
• Experience owning CRM and ERP integrations for contact centers.
• REST API and scripting platforms experience for contact center solutions.
• Relevant platform certifications preferred.

Responsibilities

• Engage as a technical specialist when complex customer needs are identified.
• Lead strategic workshops and focused customer engagements with actionable recommendations.
• Conduct platform health checks to assess accuracy of forecasting and scheduling configurations.
• Provide technical consultation for Workforce Management (WFM) and Quality Management (QM) scenarios.
• Deliver professional presentations of findings and recommendations to stakeholders.
• Document recurring product gaps and customer-requested capabilities for feedback.
• Contribute to internal knowledge resources and stay current on competitive platform capabilities.

Skills

CCaaS post-sales

Solutions engineering

API design

Integration design

CRM integrations

ERP integrations

REST APIs

Scripting platforms

Contact center solutions

Certifications

Job description

For our client, we are seeking a Sr. Customer Enablement Practitioner - WFO to join the team of a leader in the Information Technology space.

This role serves as a senior technical advisor focused on enabling customers to realize more value from their contact center environments. You will lead consultative engagements, assess current-state performance, and deliver practical recommendations that improve forecasting, scheduling, and broader workforce operations. The position partners closely with customer stakeholders and internal teams to surface gaps, shape solutions, and strengthen adoption of the company's platform capabilities.

Location: Remote

Compensation: $125,000 – $135,000 annually

Responsibilities

• Engage as a technical specialist when complex customer needs are identified
• Lead strategic workshops and focused customer engagements with actionable recommendations
• Conduct platform health checks to assess accuracy of forecasting and scheduling configurations
• Provide technical consultation for Workforce Management (WFM) and Quality Management (QM) scenarios
• Deliver professional presentations of findings and recommendations to stakeholders
• Document recurring product gaps and customer-requested capabilities for feedback
• Contribute to internal knowledge resources and stay current on competitive platform capabilities

Qualifications

• Minimum 8 years of hands-on technical work in CCaaS post-sales, professional services, or solutions engineering
• Demonstrated expertise in API and integration design within enterprise environments
• Experience owning CRM and ERP integrations for contact centers
• Proficiency in REST API and scripting platforms for contact center solutions
• Relevant platform certifications preferred

Benefits

• Comprehensive medical, dental, vision, disability, and life insurance coverage
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs)
• 401K match and Employee Stock Purchase Plan (ESPP)
• Paid time off, sick leave, and parental leave
• Emergency backup care for children, adults, or pets
• Access to a 24/7 Employee Assistance Program (EAP)
• Free legal services for advice and estate planning

Our client is an equal opportunity employer.