Sprinklr Work Force Management

Job Title*

Sprinklr WFM Implementation Specialist (AI Contact Center)

Job ID

Experience working on WFM modules within CCaaS platforms (e.g., Sprinklr WFM, NICE WFM or similar)

Strong understanding of contact center metrics, forecasting models, and scheduling logic

Prior implementation or managed services exposure in WFM programs

Coding*

No

Experience Level*

Min

Min*

4 yrs

Max*

6 yrs

Location*

Pan India

Work Type*

Full-time

Section II - Job Evaluation Topics and Weight (Questions and evaluation are based on below)

Topic of Evaluation / Skills*

Mandatory / Non-mandatory

Percentage*

(Skills / Topics should sum up to 100%)

(Enter only multiples of 5)

Solution Design & Deployment: Lead the end-to-end requirement gathering and configuration for WFM modules (e.g., Sprinklr WFM, Genesys Cloud WEM).

Mandatory

25

Forecasting & Planning: Develop and manage complex multi-channel forecasting models using AI-driven predictive analytics to anticipate case volumes.

Capacity & Scheduling: Create optimized capacity plans and scheduling scenarios that balance agent preferences with business-critical staffing needs.

SLA & Performance Alignment: Align WFM strategies with contact center KPIs (AHT, Occupancy, ASA) to ensure consistent SLA management.

Reporting Setup: Design and implement real-time dashboards and historical reports to provide actionable insights into workforce productivity and adherence.

Mandatory

Mandatory

Mandatory

Mandatory

Mandatory

40

Platform Expertise: Proven experience implementing WFM modules within major CCaaS platforms such as Genesys Cloud, Sprinklr, or NICE IEX.

WFM Logic: Strong foundational knowledge of forecasting models (Erlang-C, AI-based simulations), scheduling logic , and intraday management.

Mandatory

20

Contact Center Operations: Deep understanding of contact center metrics and how they impact business outcomes.

Managed Services: Prior experience in WFM program implementation or managed services is highly preferred.

Analytical Skillset: Ability to translate raw data into strategic staffing recommendations.

Mandatory

20

Section III - Job Requirements and Responsibilities

Section

Details / Example Content

Job Requirements*

We are seeking a highly skilled Workforce Management (WFM) Specialist to lead the solution design, configuration, and deployment of our AI-driven contact center operations. This role is pivotal in aligning cutting-edge CCaaS technology (like Genesys Cloud or Sprinklr) with our operational goals to ensure superior service level agreements (SLAs) and resource efficiency.

Key Responsibilities*

Key Responsibilities:

Solution Design & Deployment: Lead the end-to-end requirement gathering and configuration for WFM modules (e.g., Sprinklr WFM, Genesys Cloud WEM).

Forecasting & Planning: Develop and manage complex multi-channel forecasting models using AI-driven predictive analytics to anticipate case volumes.

Capacity & Scheduling: Create optimized capacity plans and scheduling scenarios that balance agent preferences with business-critical staffing needs.

SLA & Performance Alignment: Align WFM strategies with contact center KPIs (AHT, Occupancy, ASA) to ensure consistent SLA management.

Reporting Setup: Design and implement real-time dashboards and historical reports to provide actionable insights into workforce productivity and adherence.