Note: The job is a remote job and is open to candidates in USA. Iron Mountain is seeking a Senior Engineer, Workforce Management, for its Customer Excellence team. The role designs and optimizes scalable workforce management processes, tools, business rules, and technology solutions, while enabling automation, scenario planning, implementation, and cross-functional collaboration.
Responsibilities
- WFM Process & Solution Engineering: Design and optimize core WFM processes supporting forecasting, capacity planning, scheduling, skilling, shrinkage, productivity, and service levels. Translate operational requirements into scalable business rules, decision logic, and workforce skill models
- WFM Technology & Automation Enablement: Partner with Technology and platform vendor teams to configure workflows, automate manual activities, and optimize enterprise WFM platforms. Evaluate emerging AI and automation capabilities for scenario planning and workforce decision support
- Modeling, Scenario Planning & Optimization: Develop scenario-planning tools and methodologies to evaluate staffing, demand, productivity, and cost tradeoffs. Analyze system performance to refine forecasting models and improve planning efficiency in collaboration with Workforce Intelligence teams
- Testing, Implementation & Governance: Lead functional design reviews, user acceptance testing (UAT), clear documentation of business rules, and implementation readiness. Conduct post-implementation reviews to ensure expected productivity and operational benefits are realized
- Cross-Functional Partnership: Act as a functional bridge across Workforce Management, Operations, Technology, Workforce Intelligence, and external vendor teams. Facilitate design sessions to rapidly translate operational challenges into scalable solutions
Skills
- 5+ years of progressive experience in Workforce Management, contact-center workforce planning, process engineering, operations engineering, or WFM technology
- Strong knowledge of forecasting, scheduling, capacity planning, skills management, shrinkage, productivity, and service-level planning in a CX or contact center environment
- Demonstrated success in translating business requirements into technical workflows, process maps, business rules, and scalable solutions
- Systems-thinking mindset with experience developing scenario models, automation tools, or decision-support tools
- Experience leading requirements gathering, functional testing/UAT, documentation, and collaborating with cross-functional technical and non-technical teams
- Bachelor's degree in Industrial Engineering, Systems Engineering, Operations Research, Computer Science, Business, Analytics, or a related field (or equivalent relevant experience)
- Working knowledge of SQL, low-code automation, scripting, or data reporting tools
Benefits
- Remote/hybrid arrangements supporting work-life balance
- Full health, wellness, and retirement plan options
- Generous paid time off and holiday schedule
- Opportunities for continuous learning, capability development, and technical advancement
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