Calabrio Developer - Workforce Management at Jobgether

, , India -

Full Time

Start Date

Immediate

Expiry Date

04 Oct, 26

Salary

0.0

Posted On

06 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Calabrio WFM, Workforce Management, Forecasting, Scheduling, Capacity Planning, Staffing Optimization, JSON, Change Control, ADO, ICM, Data Validation, Root Cause Analysis, Power BI, Erlang Calculations, Business Intelligence, Contact Center Operations

Industry

Internet Marketplace Platforms

Description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Calabrio Developer – Workforce Management (WFM) based in India. This role focuses on designing, configuring, and maintaining a complex Workforce Management (WFM) environment within a large-scale enterprise contact center ecosystem. You will play a key role in ensuring accurate forecasting, efficient workforce planning, and reliable system performance across multiple operational teams. The position requires deep expertise in Calabrio WFM configuration, forecasting models, and change management processes within highly customized environments. You will work closely with business intelligence, operations, and change control teams to ensure data integrity, optimized staffing models, and seamless system integration. This is a highly analytical and detail-oriented role where accuracy in configuration and forecasting directly impacts operational efficiency. It is ideal for someone who enjoys solving complex system challenges, working with structured data, and continuously improving workforce planning processes. \n Accountabilities: Configure, maintain, and manage Calabrio WFM components including Skills, Workloads, Queues, Distribution Points, and Open Hours (HOOPs). Execute and validate forecasting processes such as Quick Forecast, Full Forecast, and distribution runs to ensure accuracy and reliability. Manage end-to-end change control lifecycle including ADO/ICM ticketing, validation, implementation, testing, and closure. Ensure configuration integrity across workload hierarchies, including Skills-to-Queue mappings and business rule alignment. Perform queue and workload configuration using JSON-based predicates, BI inputs, and operational rules. Investigate and resolve forecasting discrepancies such as AHT variances, volume mismatches, and interval inconsistencies. Support onboarding of new workloads, including configuration, testing, deployment, and post-implementation validation. Collaborate with WFM, BI, operations, and change management teams to ensure seamless execution and reporting accuracy. Validate backend system configurations and ensure integration with reporting and analytics platforms. Requirements: Advanced hands-on experience with Calabrio Workforce Management (WFM) systems. Strong understanding of WFM concepts including forecasting, scheduling, capacity planning, and staffing optimization. Experience configuring Skills, Workloads, Queues, Distribution Points, and HOOPs in enterprise environments. Strong knowledge of forecasting models such as interval forecasting, AHT, concurrency, and workload distribution logic. Proven experience managing change control processes using tools like ADO and ICM. Understanding of business taxonomy including regions, languages, and channel-based routing structures. Strong data validation, troubleshooting, and root cause analysis skills in complex system environments. Hands-on experience with JSON-based configuration and data mapping. Familiarity with customized Calabrio implementations and non-standard system architectures. Nice to have: Experience with Power BI, data cubes, reporting models, Erlang calculations, long-range forecasting (RLPO), and database structures. Strong analytical mindset, attention to detail, and ability to manage multiple configuration workflows accurately. Excellent communication and cross-functional collaboration skills across technical and operational teams. Benefits: Opportunity to work on a large-scale enterprise Workforce Management ecosystem. Exposure to advanced forecasting, analytics, and contact center optimization systems. Fully remote role based in India with flexible working arrangements. Strong learning environment with continuous exposure to complex WFM and data systems. Collaborative, cross-functional work with BI, operations, and change management teams. Opportunity to deepen expertise in Calabrio and enterprise workforce optimization platforms. High-impact role where your work directly influences operational efficiency and staffing accuracy. Competitive compensation and a strong focus on professional growth and skill development. \n How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1

Responsibilities

Design, configure, and maintain a complex Calabrio WFM environment to ensure accurate forecasting and efficient staffing. Manage the end-to-end change control lifecycle and collaborate with BI and operations teams to optimize system performance.