Calabrio WFM Professional Services Consultant

Location: Remote / India (with potential onsite travel to client sites)

Department: Professional Services

Reports to: Delivery Manager / WFM Practice Lead

About The Role

We are seeking an experienced Calabrio Workforce Management (WFM) Professional Services Consultant to join our implementation team. The ideal candidate will have hands-on expertise in deploying, configuring, and supporting Calabrio WFM solutions within enterprise contact center environments. You will work closely with clients to translate business requirements into scalable, high-performance workforce management solutions.

Key Responsibilities

• Lead and deliver end-to-end Calabrio WFM implementations, including configuration, testing, and go-live support.
• Conduct requirements gathering sessions with clients to understand business processes, staffing models, and scheduling requirements.
• Configure and optimize forecasting, scheduling, adherence, and intraday management modules.
• Support system integration with ACDs, CRMs, HR, and reporting platforms (e.g., Genesys, Avaya, Cisco, NICE, or Verint).
• Deliver user training sessions for WFM administrators, supervisors, and agents.
• Troubleshoot post-implementation issues and provide ongoing technical support.
• Collaborate with internal teams (Project Management, QA, and Support) to ensure successful project delivery.
• Prepare and maintain project documentation, including design specs, test cases, and configuration records.
• Provide best practice recommendations to optimize contact center workforce performance.
  
  

Required Skills & Experience

• 3+ years of experience implementing or supporting Calabrio WFM or similar workforce management platforms (e.g., NICE, Verint, Aspect).
• Strong understanding of WFM principles — forecasting, scheduling, real-time adherence, and capacity planning.
• Hands-on experience with Calabrio Admin / Scheduler / Forecasting modules.
• Familiarity with contact center environments (voice, chat, digital channels).
• Working knowledge of SQL, APIs, and data integration tools for reporting and system linkage.
• Excellent client-facing communication and consulting skills.
• Experience with Professional Services delivery, including timelines, milestones, and documentation.
• Ability to work independently and manage multiple customer engagements simultaneously.
  
  

Preferred Qualifications

• Calabrio WFM certifications or equivalent vendor credentials.
• Experience with Calabrio ONE Suite (Analytics, QM, or Reporting).
• Background in contact center operations or workforce planning.
• Exposure to cloud environments (AWS, Azure) and API-based integrations.