Sr. Customer Enablement Practitioner – WFO

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Customer Enablement Practitioner - WFO based in United States.

This is a senior, hands-on technical role focused on helping enterprise customers maximize Workforce Optimization (WFO) solutions.

You will serve as a specialized technical expert, stepping into complex engagements involving workforce management, quality management, integrations, and workflow design.

The role combines customer-facing consulting with practical configuration, troubleshooting, architecture, and technical delivery.

You will lead focused engagements from discovery through recommendations and implementation, while partnering with Technical Success Managers who own the broader customer relationship.

Your expertise will directly influence customer outcomes, product feedback, and the evolution of internal technical knowledge.

Success requires deep WFO and integration expertise, strong ownership, and the confidence to navigate sophisticated technical challenges.

This fully remote opportunity offers the chance to work with enterprise environments, solve complex problems, and operate as a trusted subject-matter expert.

Accountabilities

• Lead specialized customer engagements: Act as a technical specialist when complex customer needs require deep expertise in WFO, configuration, workflow design, forecasting, QA, data, analytics, or related areas.
• Run strategic workshops: Lead focused discovery sessions, configuration reviews, technical design workshops, health checks, and consultations, producing clear findings and actionable recommendations.
• Assess Workforce Management environments: Evaluate forecasting methodologies, historical volume data, shrinkage assumptions, forecast accuracy, scheduling configurations, shift templates, bidding and assignment rules, coverage gaps, adherence states, tolerance thresholds, and multi-site WFM designs.
• Support Quality Management programs: Advise on evaluation form design, calibration programs, scoring variance, inter-rater reliability, evaluation workflows, coaching integration, dispute resolution, reporting, and effectiveness measurement.
• Own technical delivery: Take responsibility for defined engagements from start to finish, including scope, technical execution, communication, documentation, and timely delivery.
• Present recommendations: Communicate technical findings clearly through written deliverables and presentations tailored to technical leaders and senior business stakeholders.
• Capture product feedback: Identify recurring product gaps, configuration limitations, and customer-requested capabilities, and provide structured feedback to product teams.
• Contribute to product development: Participate in beta programs and early-access initiatives within your area of expertise.
• Build internal knowledge: Maintain deep expertise across relevant WFO capabilities, contribute to internal knowledge resources, and stay current on competitive platforms and market capabilities.
• Demonstrate technical ownership: Communicate precisely, remain composed under pressure, proactively manage commitments, and deliver technically rigorous work requiring minimal revision.

Requirements

• Professional experience: At least 8 years of hands-on technical experience in CCaaS post-sales, professional services, or solutions engineering, with direct responsibility for integration design and delivery.
• Enterprise integration expertise: Demonstrated ownership of CRM and ERP integrations for enterprise contact centers, including the ability to explain data models, API calls, failure modes, automation workflows, and architectural decisions.
• API proficiency: Strong REST API knowledge, including writing API calls, interpreting technical documentation, debugging integration failures, and designing retry and error-handling logic.
• CCaaS scripting: Experience with WFO/CCaaS scripting platforms and workflow configuration; experience with RingCX Studio or an equivalent platform is valuable.
• Middleware and iPaaS: Practical experience designing, assessing, troubleshooting, or recovering integrations using platforms such as MuleSoft, Boomi, or comparable middleware technologies.
• WFO expertise: Strong knowledge of Workforce Management and/or Quality Management, including forecasting, scheduling, adherence, evaluation design, calibration, workflow configuration, reporting, and analytics.
• Verifiable technical track record: Ability to demonstrate specific projects, systems, technical challenges, decisions, lessons learned, and measurable outcomes during technical interviews.
• Certifications: Relevant certifications are strongly preferred, such as those associated with major CCaaS, CRM, or enterprise platforms.
• Customer-facing communication: Excellent professional communication skills, with the ability to explain complex technical concepts clearly to both technical and senior business audiences.
• Ownership and resilience: A strong sense of accountability, precision, adaptability, and composure when solving difficult technical problems in sophisticated customer environments.
• Technical judgment: Ability to evaluate architectural trade-offs, identify risks, make sound recommendations, and deliver solutions with a high degree of technical rigor.

Benefits

• Competitive compensation: For eligible locations including Colorado, California, Hawaii, Nevada, New York, Maryland, Washington, Connecticut, and Rhode Island, the listed base salary range is $125,000-$135,000 for full-time employees, with eligibility for variable pay, equity, and benefits.
• Comprehensive healthcare: Medical, dental, vision, disability, and life insurance coverage.
• Financial benefits: 401(k) matching, Employee Stock Purchase Plan (ESPP), Health Savings Account (HSA), Flexible Spending Accounts (FSAs), and debt refinancing assistance.
• Paid time off: Paid vacation, sick leave, holidays, and paid parental and pregnancy leave.
• Family support: Family-forming benefits covering areas such as IVF, preservation, and adoption, plus emergency backup care for children, adults, and pets.
• Wellbeing resources: Employee Assistance Program with 24/7 counseling support.
• Legal support: Free legal services covering legal advice, document creation, and estate planning.
• Employee perks: Referral bonuses and access to employee discounts and perks programs.
• Remote flexibility: Fully remote position within the United States.
• Professional environment: Opportunity to work in a collaborative technical organization recognized for its workplace culture and investment in its people.
• Application deadline: The stated application deadline is October 31st.