Senior Workforce Management & Verint Optimization Analyst to lead the configuration, implementation, and ongoing optimization of the Verint Workforce Management platform.

Our client is seeking an experienced Senior Workforce Management /Verint Optimization Analyst to lead the configuration, implementation, and ongoing optimization of our Verint Workforce Management platform.

Ideally...you're a highly analytical workforce management professional who combines strong technical expertise with practical operational judgment. You can work comfortably in the details of a WFM platform while also stepping back to understand the broader business and workforce implications. You are comfortable building new processes, working with stakeholders at all levels, and turning data into recommendations that improve service, efficiency, and workforce performance.

12-month assignment with possible extension.

Must Have:

- 5+ years of workforce management experience
- 3+ years of hands‑on Verint WFM experience
- Verint configuration, implementation, or administration
- Robust forecasting and capacity planning experience
- Strong scheduling and workforce optimization experience
- Experience with real‑time workforce management and WFM reporting
- Experience with system testing and requirements gathering
- Advanced Microsoft Excel skills

Nice-to-Have:

- Power BI experience
- Verint certification
- Project or change management experience
- Experience with system integrations
- Experience in a unionized environment
- Public sector, justice services, or complex contact‑centre experience

Responsibilities:

- Lead Verint WFM configuration, implementation, and optimization
- Develop forecasting and capacity planning models
- Build and optimize workforce scheduling frameworks
- Monitor WFM performance, staffing, and utilization metrics
- Develop dashboards, reports, and actionable insights
- Partner with Operations and Technology on WFM improvements and system enhancements





Senior Workforce Management & Verint Optimization Analyst to lead the configuration, implementation, and ongoing optimization of the Verint Workforce Management platform.

Our client is seeking an experienced Senior Workforce Management /Verint Optimization Analyst to lead the configuration, implementation, and ongoing optimization of our Verint Workforce Management platform.

Ideally...you're a highly analytical workforce management professional who combines strong technical expertise with practical operational judgment. You can work comfortably in the details of a WFM platform while also stepping back to understand the broader business and workforce implications. You are comfortable building new processes, working with stakeholders at all levels, and turning data into recommendations that improve service, efficiency, and workforce performance.

12-month assignment with possible extension.

Must Have:

- 5+ years of workforce management experience
- 3+ years of hands‑on Verint WFM experience
- Verint configuration, implementation, or administration
- Strong forecasting and capacity planning experience
- Strong scheduling and workforce optimization experience
- Experience with real‑time workforce management and WFM reporting
- Experience with system testing and requirements gathering
- Advanced Microsoft Excel skills

Nice-to-Have:

- Power BI experience
- Verint certification
- Project or change management experience
- Experience with system integrations
- Experience in a unionized environment
- Public sector, justice services, or complex contact‑centre experience

Responsibilities:

- Lead Verint WFM configuration, implementation, and optimization
- Develop forecasting and capacity planning models
- Build and optimize workforce scheduling frameworks
- Monitor WFM performance, staffing, and utilization metrics
- Develop dashboards, reports, and actionable insights
- Partner with Operations and Technology on WFM improvements and system enhancements

Disclaimer:
AI may be used in evaluating candidates.
This posting is for an existing vacancy.

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📌 Senior Workforce Management & Verint Optimization Analyst to lead the configuration, implementation, and ongoing optimization of the Verint Workforce Management platform. (Calgary)
🏢 S.i. Systems
📍 Calgary