Iron Mountain is seeking an innovative, analytical
Senior Engineer, Workforce Management to join our
Customer Excellence (CX) team.
In this role, you will be responsible for designing, optimizing, and enabling scalable Workforce Management (WFM) processes, tools, business rules, and technology solutions across Customer Excellence. Positioned between functional WFM expertise and technical enablement, you will apply an engineering and process-design mindset to eliminate manual activity, improve planning accuracy, and build repeatable WFM solutions that scale globally across regions, channels, and operational models.
What You'll Do (Responsibilities)In this role, you will:
- WFM Process & Solution Engineering: Design and optimize core WFM processes supporting forecasting, capacity planning, scheduling, skilling, shrinkage, productivity, and service levels. Translate operational requirements into scalable business rules, decision logic, and workforce skill models.
- WFM Technology & Automation Enablement: Partner with Technology and platform vendor teams to configure workflows, automate manual activities, and optimize enterprise WFM platforms. Evaluate emerging AI and automation capabilities for scenario planning and workforce decision support.
- Modeling, Scenario Planning & Optimization: Develop scenario-planning tools and methodologies to evaluate staffing, demand, productivity, and cost tradeoffs. Analyze system performance to refine forecasting models and improve planning efficiency in collaboration with Workforce Intelligence teams.
- Testing, Implementation & Governance: Lead functional design reviews, user acceptance testing (UAT), clear documentation of business rules, and implementation readiness. Conduct post-implementation reviews to ensure expected productivity and operational benefits are realized.
- Cross-Functional Partnership: Act as a functional bridge across Workforce Management, Operations, Technology, Workforce Intelligence, and external vendor teams. Facilitate design sessions to rapidly translate operational challenges into scalable solutions.
What You'll Bring (Skills & Qualifications)The ideal candidate will have:
- 5+ years of progressive experience in Workforce Management, contact-center workforce planning, process engineering, operations engineering, or WFM technology.
- Strong knowledge of forecasting, scheduling, capacity planning, skills management, shrinkage, productivity, and service-level planning in a CX or contact center environment.
- Proven ability in process engineering & solution design: Demonstrated success in translating business requirements into technical workflows, process maps, business rules, and scalable solutions.
- Technical & Quantitative Expertise: Systems-thinking mindset with experience developing scenario models, automation tools, or decision-support tools (working knowledge of SQL, low-code automation, scripting, or data reporting tools is preferred).
- Stakeholder Collaboration & Testing: Experience leading requirements gathering, functional testing/UAT, documentation, and collaborating with cross-functional technical and non-technical teams.
- Education: Bachelor's degree in Industrial Engineering, Systems Engineering, Operations Research, Computer Science, Business, Analytics, or a related field (or equivalent relevant experience).
What We Offer (Benefits)- Competitive Compensation: Salary details and benefits package aligned with experience and industry standards.
- Flexible Work Options: Remote/hybrid arrangements supporting work-life balance (role involves up to 20% travel).
- Comprehensive Healthcare & Retirement: Full health, wellness, and retirement plan options.
- Paid Time Off: Generous paid time off and holiday schedule.
- Continuous Growth: Opportunities for continuous learning, capability development, and technical advancement.
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Ready to build and innovate the next generation of WFM solutions at Iron Mountain?If you are a process-driven WFM Engineer or Operations Specialist who loves bridging technical capability with operational strategy, we want you on our team!
Category: Project/Program Management Group
