Sr. Customer Enablement Practitioner – WFO

Accountabilities

• • Lead specialized customer engagements: Act as a technical specialist when complex customer needs require deep expertise in WFO, configuration, workflow design, forecasting, QA, data, analytics, or related areas.
  • Run strategic workshops: Lead focused discovery sessions, configuration reviews, technical design workshops, health checks, and consultations, producing clear findings and actionable recommendations.
  • Assess Workforce Management environments: Evaluate forecasting methodologies, historical volume data, shrinkage assumptions, forecast accuracy, scheduling configurations, shift templates, bidding and assignment rules, coverage gaps, adherence states, tolerance thresholds, and multi-site WFM designs.
  • Support Quality Management programs: Advise on evaluation form design, calibration programs, scoring variance, inter-rater reliability, evaluation workflows, coaching integration, dispute resolution, reporting, and effectiveness measurement.
  • Own technical delivery: Take responsibility for defined engagements from start to finish, including scope, technical execution, communication, documentation, and timely delivery.
  • Present recommendations: Communicate technical findings clearly through written deliverables and presentations tailored to technical leaders and senior business stakeholders.
  • Capture product feedback: Identify recurring product gaps, configuration limitations, and customer-requested capabilities, and provide structured feedback to product teams.
  • Contribute to product development: Participate in beta programs and early-access initiatives within your area of expertise.
  • Build internal knowledge: Maintain deep expertise across relevant WFO capabilities, contribute to internal knowledge resources, and stay current on competitive platforms and market capabilities.
  • Demonstrate technical ownership: Communicate precisely, remain composed under pressure, proactively manage commitments, and deliver technically rigorous work requiring minimal revision.

  Requirements

  • Professional experience: At least 8 years of hands-on technical experience in CCaaS post-sales, professional services, or solutions engineering, with direct responsibility for integration design and delivery.
  • Enterprise integration expertise: Demonstrated ownership of CRM and ERP integrations for enterprise contact centers, including the ability to explain data models, API calls, failure modes, automation workflows, and architectural decisions.
  • API proficiency: Strong REST API knowledge, including writing API calls, interpreting technical documentation, debugging integration failures, and designing retry and error-handling logic.
  • CCaaS scripting: Experience with WFO/CCaaS scripting platforms and workflow configuration; experience with RingCX Studio or an equivalent platform is valuable.
  • Middleware and iPaaS: Practical experience designing, assessing, troubleshooting, or recovering integrations using platforms such as MuleSoft, Boomi, or comparable middleware technologies.
  • WFO expertise: Strong knowledge of Workforce Management and/or Quality Management, including forecasting, scheduling, adherence, evaluation design, calibration, workflow configuration, reporting, and analytics.
  • Verifiable technical track record: Ability to demonstrate specific projects, systems, technical challenges, decisions, lessons learned, and measurable outcomes during technical interviews.
  • Certifications: Relevant certifications are strongly preferred, such as those associated with major CCaaS, CRM, or enterprise platforms.
  • Customer-facing communication: Excellent professional communication skills, with the ability to explain complex technical concepts clearly to both technical and senior business audiences.
  • Ownership and resilience: A strong sense of accountability, precision, adaptability, and composure when solving difficult technical problems in sophisticated customer environments.
  • Technical judgment: Ability to evaluate architectural trade-offs, identify risks, make sound recommendations, and deliver solutions with a high degree of technical rigor.

  Benefits

  • Competitive compensation: For eligible locations including Colorado, California, Hawaii, Nevada, New York, Maryland, Washington, Connecticut, and Rhode Island, the listed base salary range is $125,000–$135,000 for full-time employees, with eligibility for variable pay, equity, and benefits.
  • Comprehensive healthcare: Medical, dental, vision, disability, and life insurance coverage.
  • Financial benefits: 401(k) matching, Employee Stock Purchase Plan (ESPP), Health Savings Account (HSA), Flexible Spending Accounts (FSAs), and debt refinancing assistance.
  • Paid time off: Paid vacation, sick leave, holidays, and paid parental and pregnancy leave.
  • Family support: Family-forming benefits covering areas such as IVF, preservation, and adoption, plus emergency backup care for children, adults, and pets.
  • Wellbeing resources: Employee Assistance Program with 24/7 counseling support.
  • Legal support: Free legal services covering legal advice, document creation, and estate planning.
  • Employee perks: Referral bonuses and access to employee discounts and perks programs.
  • Remote flexibility: Fully remote position within the United States.
  • Professional environment: Opportunity to work in a collaborative technical organization recognized for its workplace culture and investment in its people.
  • Application deadline: The stated application deadline is October 31st.