Senior Engineer Workforce Management

Iron Mountain • Tennessee - Remote, TN

3d

About The Position

Iron Mountain is seeking an innovative, analytical Senior Engineer, Workforce Management to join its Customer Excellence (CX) team. The role designs, optimizes, and enables scalable Workforce Management (WFM) processes, tools, business rules, and technology solutions across Customer Excellence. Positioned between functional WFM expertise and technical enablement, the Senior Engineer applies an engineering and process-design mindset to eliminate manual activity, improve planning accuracy, and build repeatable solutions that scale globally across regions, channels, and operational models.

Requirements

• 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.
• Demonstrated success translating business requirements into technical workflows, process maps, business rules, and scalable solutions.
• Systems-thinking mindset and experience developing scenario models, automation tools, or decision-support tools.
• Experience leading requirements gathering, functional testing/UAT, documentation, and collaboration 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.

Nice To Haves

• Working knowledge of SQL, low-code automation, scripting, or data reporting tools.

Responsibilities

• Design and optimize core WFM 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 in collaboration with Workforce Intelligence teams.
• Lead functional design reviews, user acceptance testing (UAT), 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 to translate operational challenges into scalable solutions.

Benefits

• Competitive compensation and benefits package aligned with experience and industry standards.
• Flexible remote/hybrid work arrangements supporting work-life balance.
• Full health, wellness, and retirement plan options.
• Generous paid time off and holiday schedule.
• Opportunities for continuous learning, capability development, and technical advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior