Contact Center Expert - Workforce Management
On-siteManila, Metro Manila, Philippines
Job Summary
Engage as a pull-in specialist for targeted, time-bound customer engagements requiring deep Workforce Management (WFM) and Quality Management (QM) expertise. Lead discovery sessions, configuration reviews, and design workshops to assess forecasting models, schedule builds, and adherence tracking. Diagnose production issues such as forecast accuracy failures and schedule configuration errors, then deliver actionable recommendations through written findings and verbal presentations. Document recurring product gaps and submit structured feedback via the SME-to-Product channel. Maintain current, deep knowledge of WFM and QM specialties across RingCentral products and contribute to internal knowledge resources. Participate in product beta programs and early access initiatives within your specialty lane.
Required Qualifications
- Minimum 7 years of hands-on WFM work - as a WFM analyst, WFM configuration specialist, or CCaaS professional services engineer with WFM as primary scope
- Deep hands-on experience with at least two of the three target platforms: NICE WFM (IEX), Calabrio WFM, Verint WFM
- Personal ownership of WFM configuration for multi-site operations - able to describe the site structure, volume split assumptions, and schedule design decisions
- Direct experience with QM platform configuration on at least one platform - evaluation form design, calibration setup, and QM reporting
- Experience diagnosing WFM configuration failures - forecast accuracy issues, adherence state misconfiguration, schedule build errors - and correcting them in production
- A detailed track record citing the projects, describing the environments, outlining the mistakes, and explaining the decisions you made
- Documented professional history that a technical interviewer can interrogate: past employers, project scopes, systems touched, outcomes delivered
- Candidates must be able to point to specific, verifiable work within the WFM and QA specialties and have had personal accountability for design and delivery in enterprise environments
- You have personally built forecasts, configured schedules, set up adherence tracking, and designed QM forms for real operations
Desired Qualifications
- You've made mistakes and worked through them with positive outcomes
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