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) Skilled 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 .

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