North AmericaFull TimeEngineering
Remotely
quality managementccaasworkforce managementmulesoftrest apiboomiwforingcx studio
Job Description
📋 Description
- Lead specialized customer engagements with deep WFO expertise (configuration, workflow design
- Run strategic workshops: discovery sessions, design reviews, health checks, and formal
- Assess Workforce Management environments and related forecasting, scheduling, and coverage.
- Support Quality Management programs: evaluation design, scoring, reporting, and workflows.
- Own technical delivery from scope through delivery, with clear communication and documentation.
- Present technical findings to technical leaders and senior stakeholders.
🎯 Requirements
- Professional experience: at least 8 years in CCaaS post-sales, professional services, or solutions
- Enterprise integration expertise: CRM/ERP integrations, data models, APIs, automation, architecture.
- API proficiency: REST API knowledge, debugging, and error handling.
- CCaaS scripting: experience with WFO/CCaaS scripting; RingCX Studio or equivalent is valuable.
- Middleware/iPaaS: experience with MuleSoft, Boomi, or similar tools.
- WFO expertise: forecasting, scheduling, adherence, evaluation design, calibration, analytics.
🎁 Benefits
- Competitive compensation; base salary in eligible locations (example: $125,000–$135,000) with
- Comprehensive healthcare, retirement benefits, and wellness programs.
- Paid time off, parental leave, and family support benefits.
- Remote-friendly environment; fully remote position within the United States.
- Employee perks, discounts, and ongoing professional development opportunities.
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