- Remote, Canada
- Remote
- Full-time · Senior
- 6+ years
Lead the design, development, and deployment of optimization models and services for large-scale contact center workforce planning, scheduling, and resource allocation.
Compensation
Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
Responsibilities
- Research, design, and develop optimization models for contact center workforce planning, scheduling and resource allocation.
- Design and implement the schedule optimization engine using OR-Tools/CP-SAT.
- Own the constraint model end to end: formalize business rule into a solvable, maintainable model.
- Build the production-grade solver as a service within the WFM platform that meets latency targets for real forecast group volumes.
- Define and validate schedule quality metrics (coverage attainment, constraint violations, solve time, solution stability across re-solves) and instrument the service so quality can be monitored in production.
Requirements
- Nice to have: WFM domain
- Nice to have: workforce planning
- Nice to have: scheduling
- Nice to have: logistics
- Nice to have: transportation