Resource Logistics Inc. · 2 weeks ago
Infrastructure Engineer – Workforce Management (WFM) Applications
dallas, TX
Full-time
Hybrid
Senior Level
5+ years expResource Logistics Inc. is seeking a Workforce Management (WFM) Systems Specialist with expertise in integrating and operating Genesys platforms and the TTEC (Aria) WFM Adapter. The role involves managing end-to-end WFM processes including forecasting, scheduling, real-time adherence, and reporting across multi-site contact center operations.
Information TechnologySoftware
Responsibilities
Build and maintain short/medium/long-term forecasts using historical trends, seasonality, and business input
Generate optimized agent schedules (intra-day, weekly, monthly) ensuring coverage for skills, channels, and service windows
Drive Real-Time Adherence (RTA): monitor intraday performance, manage skilling/time-offs, and execute rapid staffing adjustments
Track & improve KPIs: SLA, ASA, AHT, Abandonment, Occupancy, Shrinkage, Utilization, Service Levels
Configure and support TTEC (Aria) WFM Adapter with Genesys (Cloud/Engage/Multicloud as applicable)
Partner with IT/Telephony to implement/maintain routing, agent profiles, skills, queues, and WEM/WFM data flows
Build/maintain data pipelines and ETL for WFM data (system logs, adherence feeds, interval stats)
Automate data extracts & reports (APIs, scheduled jobs), ensuring high data fidelity and timeliness
Produce daily/weekly/monthly WFM dashboards (forecast vs. actual, staffing plans, adherence, performance trends)
Identify drivers of variance and recommend actionable corrective plans to operations leadership
Run scenario modeling for events (promotions, outages, new queues, season spikes) and capacity planning
Lead WFM cadences: capacity reviews, weekly staffing calls, intraday huddles
Translate business changes (volumes, handle time, shrinkage) into staffing impacts and budget asks
Document standards and SOPs for WFM processes, change control, and data stewardship
Qualification
Required
5+ years in Workforce Management within contact centers (multi-skill, omnichannel preferred)
Hands-on experience with Genesys (Cloud CX or Engage) and TTEC (Aria) WFM Adapter integration/configuration
Proficiency with WFM platforms (e.g., Genesys WEM/WFM, NICE, Verint, Calabrio) and RTA tools
Strong skills in forecasting & scheduling methodologies (interval-based planning, Erlang/C, shrinkage modeling)
Experience with APIs/ETL/data integration; comfortable with SQL and data validation
Advanced Excel; experience with BI tools (Power BI/Tableau) for WFM reporting and visualization
Clear communicator able to interface with operations, IT/telephony, and executive stakeholders
Solid understanding of contact center metrics and drivers (SLA, occupancy, service levels, abandonment, AHT)
Preferred
Experience with Genesys Cloud CX Clienthitect routing, WEM configuration, and agent/skill management
Scripting for automation (Python or PowerShell) to streamline report generation and data prep
Knowledge of intraday optimization, multi-skill blending, and multi-channel (voice, chat, email, social) WFM
Exposure to capacity planning, budgeting, and long-term workforce strategy
Familiarity with change management, release planning, and Incident/Problem Management practices (ITIL)
Company
Resource Logistics Inc.
Resource Logistics is an information technology company providing ERP, CRM implementation, software solutions, and staffing services.
1001-5000 employees
H1B Sponsorship
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2025 (14)
2024 (19)
2023 (10)
2022 (29)
2021 (35)
2020 (39)
Funding
Current Stage
Late StageCompany data provided by crunchbase