Sr. Customer Enablement Practitioner – WFO

Job Responsibilities

• Customer Engagements Specialized Resource: Engage as a pull-in specialist when the TSM identifies a customer need requiring domain depth - complex configuration, design discussions, workflow brainstorming sessions, forecasting discussions, QA processes, data and analytics, etc.
• Strategic Workshops: Lead focused, time-bound customer engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations.
• Platform Health Checks: WFM platform health checks: assessing whether the customer's forecasting model, scheduling configuration, and adherence tracking are producing accurate, usable outputs.
• Technical Consultation: Consult on specific WFO scenarios, categorized as follows: Workforce Management (WFM): Forecast Methodology Review, Schedule Build Assessment, Real-Time Adherence Configuration, Multi-Site WFM Design; Quality Management (QM): Evaluation Form Design, Calibration Program Configuration, QM Workflow Configuration, Traditional QM Reporting, Professional Presentation, Product Feedback Gap Documentation, Feedback Integration, Beta Participation.

Qualifications

• Professional Experience: Minimum 8 years of hands-on technical work in CCaaS post-sales, professional services, or solutions engineering, with direct responsibility for integration design and delivery.
• Technical Core: Personal ownership of CRM and ERP integrations for enterprise contact centers. Able to walk through the data model, API calls made, failure modes, automation scripting/workflows, and architectural decisions.
• Integration Mastery: REST API fluency; has written API calls, read documentation critically, debugged integration failures, and designed retry/error handling logic. Experience with RingCX Studio scripting or equivalent CCaaS scripting platforms.
• Platform Expertise: Middleware and iPaaS experience; has designed or assessed MuleSoft, Boomi, or equivalent integrations in a CCaaS context. Proven ability to recover integrations that failed in production.
• Certifications: Relevant platform certifications strongly preferred: RingCentral certifications, NICE CXone, Genesys, Five9, Salesforce, ServiceNow, or equivalent.
• Verifiable Track Record: A documented professional history detailing project scopes, systems touched, mistakes learned from, and outcomes delivered that a technical interviewer can interrogate.

Benefits

Comprehensive medical, dental, vision, disability, life insurance
Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
401K match and ESPP
Paid time off and paid sick leave
Paid parental and pregnancy leave
Family-forming benefits (IVF, Preservation, Adoption etc.)
Emergency backup care (Child/Adult/Pets)
Employee Assistance Program (EAP) with counseling sessions available 24/7
Free legal services that provide legal advice, document creation and estate planning
Employee bonus referral program
Debt refinancing assistance
Employee perks and discounts program

Pay

The salary may vary depending on your location, skills, and experience. This role has an application deadline of October 31st. Please apply prior to the deadline to be considered for the role.