Job Description

info_outlineXThis posting is for an existing vacancy.

Minimum qualifications:

  • Bachelor's degree or equivalent practical experience.
  • 10 years of experience in workforce management software (e.g., Verint) and cases routing systems.
  • 4 years of experience in a contact center workforce management role.
  • 2 years of experience in a real-time management or real-time operations position.
  • Experience working with workforce management and delivery teams.
  • Experience in developing and implementing RTO governance and reporting.

Preferred qualifications:

  • Experience in advanced intraday workforce management.
  • Experience with incident and crisis management.
  • Understanding of how to apply AI practices and predictive signals to enhance real-time decision-making.
  • Knowledge of Google Cloud Platform (GCP) and Workspace products and support processes.
  • Excellent problem-solving and comm...

Ready to Apply?

Take the next step in your AI career. Submit your application to Google today.

Submit Application