Senior Engineer – Workforce Management

Iron Mountain

. Design and optimize core Workforce Management processes supporting forecasting, capacity planning, scheduling, skilling, shrinkage, productivity, and service levels .

Posted 10/21/2026full-timeRemote • Tennessee • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Workforce Management processes, including forecasting, capacity planning, and scheduling, while effectively translating operational requirements into scalable solutions. Proficient in leading cross-functional teams and optimizing WFM platforms through automation and scenario planning.

Highest-signal resume keywords

Workforce ManagementForecastingCapacity PlanningProcess EngineeringSQL

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ForecastingCapacity PlanningSchedulingSkills ManagementShrinkage ManagementProductivity AnalysisService-Level PlanningProcess MappingAutomation ToolsDecision-Support Tools

Soft Skills

CollaborationLeadershipAnalytical ThinkingCommunicationProblem-Solving

Tools & Technologies

WFM PlatformsLow-Code AutomationData Reporting ToolsScenario Planning ToolsWorkforce Intelligence

Industry Keywords

Contact CenterCXOperations EngineeringBusiness RulesFunctional TestingUser Acceptance Testing

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Design and optimize core Workforce Management 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
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
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 with Workforce Intelligence teams
Lead functional design reviews, user acceptance testing, documentation of business rules, and implementation readiness
Conduct post-implementation reviews to ensure expected productivity and operational benefits are realized
Bridge Workforce Management, Operations, Technology, Workforce Intelligence, and external vendor teams
Facilitate design sessions translating operational challenges into scalable solutions

Requirements

What you’ll need

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
Proven ability in process engineering and solution design
Experience 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
Working knowledge of SQL, low-code automation, scripting, or data reporting tools is preferred
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

Benefits

Comp & perks

Competitive Compensation: Salary details and benefits package aligned with experience and industry standards
Flexible Work Options: Remote/hybrid arrangements supporting work-life balance
Up to 20% travel
Full health, wellness, and retirement plan options
Generous paid time off and holiday schedule
Opportunities for continuous learning, capability development, and technical advancement