Research Engineer

• Research, design, and develop optimization models for contact center workforce planning, scheduling, and resource allocation
• Design and implement the schedule optimization engine using OR-Tools/CP-SAT
• Own the constraint model end to end by formalizing business rules into a solvable, maintainable model
• Build a production-grade solver as a service within the WFM platform that meets latency targets for real forecast group volumes
• Define and validate schedule quality metrics, including coverage attainment, constraint violations, solve time, and solution stability across re-solves
• Instrument the service so quality can be monitored in production
• Build and execute tests and validation of optimization algorithms for performance, scalability, and accuracy
• Collaborate with architects and engineering teams to integrate optimization models into an enterprise-grade optimization engine
• Partner with workforce-planning and real-time-analyst stakeholders to validate that generated schedules are operationally usable
• Communicate and present findings, methodologies, and results to engineering and business stakeholders

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