Employer description & source details
Research, design, and develop optimization models for contact center workforce planning, scheduling and resource allocation. Design and implement the schedule optimization engine using OR-Tools/CP-SAT. Own the constraint model end to end: formalize business rule into a solvable, maintainable model. Build the production-grade solver as a service within the WFM platform that meets latency targets for real forecast group volumes. Define and validate schedule quality metrics (coverage attainment, constraint violations, solve time, solution stability across re-solves) and instrument the service so quality can be monitored in production. Build and execute tests and validation of optimization algorithms to deliver performance, scalability, and accuracy. Collaborate with architects and engineering teams to integrate optimization models into an enterprise-grade optimization engine of the workforce management platform. Partner with workforce-planning and real-time-analyst stakeholders to validate that generated schedules are operationally usable. Effectively communicate and present findings, methodologies, and results to engineering and business stakeholders. 6+ years of professional experience designing and implementing optimization solutions in production environments. Hands-on production experience with OR-Tools (CP-SAT), or a comparable constraint-programming / mixed-integer-programming solver. Strong foundation in linear programming, integer programming, or stochastic optimization. Direct experience modeling and solving workforce or resource scheduling problems. Experience working with large datasets and solving large scale optimization problems. Experience translating complex business requirements into mathematical models and optimization objectives. Strong software enginee
Extracted skills: python, java, aws, gcp, operations