Role Description
We are looking for a Calabrio WFM Developer for a remote based opening in India. The role involves:
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Configuring, managing, and maintaining Calabrio WFM components, including Skills, Workloads, Queues, and Distribution Points.
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Executing, monitoring, and validating forecasting processes, including Quick Forecast, Full Forecast, and Distribution runs.
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Managing the complete Change Control lifecycle, including ADO and ICM ticket creation, validation, implementation, testing, and closure.
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Maintaining configuration hierarchy integrity across Skills → Workloads → Queues, ensuring consistency throughout the environment.
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Performing queue-to-workload mapping using JSON predicates, BI inputs, and business rules.
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Configuring Open Hours (HOOPs), allocation percentages, time zones, vendor/site setup, and distribution configurations.
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Investigating and resolving forecasting issues, including Average Handle Time (AHT) discrepancies, volume mismatches, interval inconsistencies, and forecasting validation errors.
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Supporting new workload onboarding, activation, testing, deployment, and post-implementation validation.
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Collaborating closely with WFM, Business Intelligence (BI), Operations, and Change Control teams to ensure seamless implementation and operational excellence.
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Validating backend configurations and ensuring successful integration with reporting and analytics systems.
Qualifications
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Advanced expertise in Calabrio Workforce Management (WFM).
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Strong understanding of Workforce Management concepts, including forecasting and scheduling.
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Hands-on experience configuring Skills, Workloads, Queues, Distribution Points, and Open Hours (HOOPs).
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Strong knowledge of forecasting models, including Interval Forecasting, Average Handle Time (AHT), Concurrency, and workload distribution.
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Experience managing Change Control processes using ADO, ICM, and complete ticket lifecycle management.
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Understanding of Business Taxonomy, including Region, Language, and Channel mapping.
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Experience with Distribution Configuration, Allocation Management, and Queue Distribution logic.
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Strong skills in data validation, system troubleshooting, root cause analysis, and issue resolution.
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Experience working within customized or non-standard Calabrio implementations.
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Hands-on experience with JSON-based configuration and data mapping.
Preferred Skills
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Experience with Power BI, Data Cube, and reporting models.
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Understanding of backend data relationships, database structures, and table mapping.
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Knowledge of Workforce Management mathematics, including Erlang models, productivity calculations, and staffing optimization.
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Exposure to RLPO (Long-Range Planning & Optimization) and long-range forecasting processes.
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Experience optimizing reporting solutions and simplifying complex data models.
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Familiarity with reporting integrations and analytics-driven workforce planning.
Core Competencies
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Strong analytical, troubleshooting, and problem-solving abilities.
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Ability to quickly understand and adapt to custom-built systems and business processes.
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High attention to detail in configuration, forecasting, validation, and quality assurance.
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Excellent cross-functional collaboration with WFM, BI, Operations, and Change Management teams.
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Strong ownership mindset with accountability for end-to-end delivery, accuracy, and continuous process improvement.
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Effective communication, stakeholder management, and documentation skills.
Benefits
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Competitive compensation and benefits.
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Company culture that embodies continuous learning, growth, and training.
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Dedicated focus on employee satisfaction and work/life balance.