Sprinklr WFM Implementation Specialist

Role & responsibilities

We are seeking a highly skilled Workforce Management (WFM) Specialist to lead the solution design, configuration, and deployment of our AI-driven contact center operations. This role is pivotal in aligning cutting-edge CCaaS technology (like Genesys Cloud or Sprinklr) with our operational goals to ensure superior service level agreements (SLAs) and resource efficiency.

Key Responsibilities:

• Solution Design & Deployment: Lead the end-to-end requirement gathering and configuration for WFM modules (e.g., Sprinklr WFM, Genesys Cloud WEM).
• Forecasting & Planning: Develop and manage complex multi-channel forecasting models using AI-driven predictive analytics to anticipate case volumes.
• Capacity & Scheduling: Create optimized capacity plans and scheduling scenarios that balance agent preferences with business-critical staffing needs.
• SLA & Performance Alignment: Align WFM strategies with contact center KPIs (AHT, Occupancy, ASA) to ensure consistent SLA management.
• Reporting Setup: Design and implement real-time dashboards and historical reports to provide actionable insights into workforce productivity and adherence

• Forecasting & Planning: Develop and manage complex multi-channel forecasting models using AI-driven predictive analytics to anticipate case volumes.
• Capacity & Scheduling: Create optimized capacity plans and scheduling scenarios that balance agent preferences with business-critical staffing needs.
• SLA & Performance Alignment: Align WFM strategies with contact center KPIs (AHT, Occupancy, ASA) to ensure consistent SLA management.
• Reporting Setup: Design and implement real-time dashboards and historical reports to provide actionable insights into workforce productivity and adherence.

• Platform Expertise: Proven experience implementing WFM modules within major CCaaS platforms such as Genesys Cloud, Sprinklr, or NICE IEX.
• WFM Logic: Strong foundational knowledge of forecasting models (Erlang-C, AI-based simulations), scheduling logic, and intraday management.

• Contact Center Operations: Deep understanding of contact center metrics and how they impact business outcomes.
• Managed Services: Prior experience in WFM program implementation or managed services is highly preferred.
• Analytical Skillset: Ability to translate raw data into strategic staffing recommendations..