- Remote, United States
- Remote
- Full-time · Senior
- 6+ years
An Operations Research Engineer to join the Workforce Management (WFM) product stream, focusing on building optimization capabilities for workforce planning, forecasting, scheduling, and resource allocation for a large-scale contact center environment.
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 knowledge
- Nice to have: Workforce planning optimization
- Nice to have: Forecasting and decision-support systems
- Nice to have: AWS
- Nice to have: GCP