Job Description

We are looking for an Operations Research Engineer to join the Workforce Management (WFM) product stream and help build the optimization capabilities behind workforce planning, forecasting, scheduling, and resource allocation for a large-scale contact center environment.
The role focuses on applying operations research, mathematical optimization, and algorithm design to solve complex workforce planning problems at enterprise scale. You will work closely with Product, Workforce Management experts, Architects, and Engineering teams to transform business requirements into optimization models and production-grade optimization services that support scheduling, staffing, coverage management, and operational efficiency.
This role is ideal for an engineer with robust expertise in optimization, constraint programming, mathematics, and software engineering who enjoys solving real-world planning and resource allocation challenges.

Responsibilities

- 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.

📌 Operations Research Engineer (Calgary)
🏢 Miratech
📍 Calgary