WorkFusion Specialist (CLT)

Matlen Silver; Charlotte (NC); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Matlen Silver is seeking an experienced WorkFusion specialist to support and enhance WorkFusion workflows, troubleshoot platform issues, and ensure accurate email intent classification and routing into GSS.

The role is post-remediation, ongoing support and potential AI-assisted servicing initiatives; you will work independently with application partners/ SMEs on integrations and future automation projects.

Qualifications

• Hands-on WorkFusion development and support.
• 2+ years of WorkFusion experience preferred.
• Experience with workflow automation and troubleshooting.
• Banking/financial services experience is a strong plus.

Responsibilities

• Support and enhance WorkFusion workflows.
• Troubleshoot and remediate platform issues.
• Maintain email intent classification and routing into GSS.
• Work independently with application partners/ SMEs.
• Contribute to future automation/AI initiatives.

Skills

WorkFusion

Workflow automation

Troubleshooting

Integration

Independence

Tools

Siebel

GSS

Email automation

API integration

Job description

Profile Types We Are Searching For:

• Career progressions you would like to see?
  • WorkFusion Developer ? WorkFusion Engineer ? Senior WorkFusion Specialist/Developer
  • Look for candidates who have progressively taken on more ownership and can work independently.
• Job titles you would like to see?
  • WorkFusion Developer
  • WorkFusion Engineer
  • WorkFusion Specialist
• Two-three job types max
  • WorkFusion Developer
  • WorkFusion Engineer / Specialist

WorkFusion Specialist

Project Details:

• Project based or Ongoing need?
  • Ongoing support/modernization need. The team recently had a large WorkFusion remediation effort and recognizes that this is a niche skillset that is difficult to retain internally.
• If project based: What does the End Goal look like?
  • Not specifically defined. The broader goal is to support and improve the WorkFusion platform that classifies client emails by intent and routes work into GSS.
• What current phase are they in?
  • Post-remediation / ongoing support and enhancement. Team is looking at continued optimization and potential AI-assisted servicing capabilities.
• Tech stack of the environment?
  • WorkFusion
  • GSS / Siebel
  • Email automation / intent classification
  • AI-assisted servicing is an area of interest
• What will this person be doing?
  • Support and enhance WorkFusion workflows.
  • Troubleshoot and resolve platform issues.
  • Help maintain email intent classification and routing into GSS.
  • Work independently with application partners/SMEs.
  • Potentially contribute to future automation/AI initiatives.

- Will likely convert at the end of the contract

Must Haves / Required Skills:

Sample question topics:

• Level / years of experience?
  • ~2+ years can be considered; hands-on WorkFusion experience is the priority.
  • Do not over-index on years if the candidate has strong relevant experience and the right mindset.
• Responsibilities they’ve held?
  • Hands-on WorkFusion development/support
  • Workflow automation
  • Troubleshooting/remediation
  • Integration with downstream systems
  • Ability to work independently
• Types of Projects they’ve worked on?
  • WorkFusion implementations
  • Enhancements
  • Production support
  • Remediation
  • Workflow/process automation
  • Integrations
• Specific Industry experience?
  • Banking/financial services is a strong plus, particularly large enterprise environments.

Key screening questions:

• How hands-on are you with WorkFusion today?
• What WorkFusion applications/workflows have you personally built or supported?
• Have you worked on a WorkFusion implementation, remediation, or major enhancement?
• What systems have you integrated WorkFusion with?
• Tell me about a difficult WorkFusion production issue you had to troubleshoot.
• How much of your WorkFusion experience is development versus support/configuration?
• Can you explain a WorkFusion workflow you personally built without referencing your resume?

Skills / Experience That Are A Plus

“nice to have”, but not necessarily required:

• Banking / financial services experience
• Siebel experience
• AI / intelligent automation experience
• Email classification / NLP experience
• API/integration experience
• Experience in a large enterprise environment
• Experience working with limited handholding

Duration:

- 12 months with possibility of conversion