Sr. Customer Enablement Practitioner – WFO

📋 Description

• Lead specialized customer engagements with deep WFO expertise (configuration, workflow design
• Run strategic workshops: discovery sessions, design reviews, health checks, and formal
• Assess Workforce Management environments and related forecasting, scheduling, and coverage.
• Support Quality Management programs: evaluation design, scoring, reporting, and workflows.
• Own technical delivery from scope through delivery, with clear communication and documentation.
• Present technical findings to technical leaders and senior stakeholders.

🎯 Requirements

• Professional experience: at least 8 years in CCaaS post-sales, professional services, or solutions
• Enterprise integration expertise: CRM/ERP integrations, data models, APIs, automation, architecture.
• API proficiency: REST API knowledge, debugging, and error handling.
• CCaaS scripting: experience with WFO/CCaaS scripting; RingCX Studio or equivalent is valuable.
• Middleware/iPaaS: experience with MuleSoft, Boomi, or similar tools.
• WFO expertise: forecasting, scheduling, adherence, evaluation design, calibration, analytics.

🎁 Benefits

• Competitive compensation; base salary in eligible locations (example: $125,000–$135,000) with
• Comprehensive healthcare, retirement benefits, and wellness programs.
• Paid time off, parental leave, and family support benefits.
• Remote-friendly environment; fully remote position within the United States.
• Employee perks, discounts, and ongoing professional development opportunities.