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 with the project manager.
Key Responsibilities:
- Conduct site discovery and preparation for WFO product implementation.
- Oversee the implementation and configuration of the WFO product suite.
- Design site layouts and facilitate user acceptance testing.
- Provide advanced project-related troubleshooting and resolve issues as they arise.
- Escalate service requests through the IMS ticketing system as necessary.
Required Skills & Qualifications:
- Proven experience in implementing WFO or WFM solutions in contact center environments.
- Strong understanding of project management principles and methodologies.
- Excellent problem-solving skills and the ability to troubleshoot complex issues.
- Familiarity with ticketing systems, particularly IMS, is a plus.
- Effective communication skills, both written and verbal, to interact with various stakeholders.
Experience:
- Minimum of 3-5 years of relevant experience in product support or implementation roles, particularly within contact centers.
What we offer:
- A dynamic work environment with opportunities for professional growth and development.
- Collaborative team culture focused on innovation and excellence.
- Access to cutting-edge technologies and tools in the industry.
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.