Contact Center Expert - Workforce Management

About the role

RingCentral is looking for a Contact Center Expert in Workforce Management (WFM) in Manila. This is a credentialed, hands-on product and domain specialist who acts as a subject matter expert when a customer's needs go beyond what the Technical Success Manager can cover. Engagements are scoped, paid by the customer and have defined start and end dates.

Key responsibilities

• Act as a pull-in specialist for complex configuration, workflow design, forecasting, QA, data and analytics needs
• Run time-bound engagements such as discovery sessions, configuration reviews, design workshops and written findings
• Perform WFM platform health checks, forecast methodology reviews, schedule build assessments and real-time adherence configuration
• Design multi-site WFM setups and QM evaluation forms, calibration programs and QM workflows
• Deliver findings and recommendations in writing and verbally to technical leads and senior stakeholders
• Document product gaps and submit structured feedback through the SME-to-product channel
• Take part in product beta programs and maintain deep knowledge of the specialty lane and competitors (NICE CXone, Genesys, Five9, Zoom)

Required profile

• At least 7 years of hands-on WFM work as a WFM analyst, WFM configuration specialist or CCaaS professional services engineer
• Personal ownership of WFM configuration for multi-site operations, including site structure, volume splits and schedule design
• Experience diagnosing and fixing WFM configuration failures in production
• A documented track record of projects, environments, mistakes and decisions
• Professional, precise and efficient communicator who can stand up to technically sophisticated customers

Required skills

• Deep hands-on experience with at least two of: NICE WFM (IEX), Calabrio WFM, Verint WFM
• Direct experience configuring QM platforms (evaluation forms, calibration, reporting)
• Enterprise-level WFM and QM configuration

What we offer

• HMO package (medical and dental)
• Personal time off leaves
• Quarterly performance bonus
• Employee assistance and wellness programs