About this role
The team is seeking a Product Support Engineer specializing in Workforce Management (WFM) to join their team. The primary purpose of this role is to implement the Workforce Optimization (WFO) product suite at contact centers, ensuring smooth coordination of all project phases alongside the project manager.
Key Responsibilities:
- Conduct site discovery and preparation for WFO product implementation.
- Oversee the implementation, configuration, and design of the WFO solutions.
- Facilitate user acceptance testing to ensure functionality meets client needs.
- Provide advanced project-related troubleshooting and escalate service requests through the IMS ticketing system.
- Collaborate with cross-functional teams to ensure successful project delivery and client satisfaction.
Required Skills & Qualifications:
- Proven experience in implementing WFO or similar product suites in contact center environments.
- Strong understanding of project management principles and methodologies.
- Excellent problem-solving skills and ability to troubleshoot complex issues.
- Familiarity with ticketing systems, preferably IMS.
- Strong communication and interpersonal skills to effectively interact with clients and team members.
Experience:
- 3-5 years of relevant experience in product support or implementation roles, particularly within the contact center industry.
What we offer:
- An opportunity to work with a dynamic team in a fast-paced environment.
- Professional development and growth opportunities.
- A supportive workplace culture that values collaboration and innovation.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.