Position at NICE
Expert Operations Research Analyst - Workforce Management
About the company
NICE is a multinational software company with more than 6,000 employees worldwide that provides software solutions that includes the core technologies organizations need to deliver better customer experiences through more effective, engaged employees.
Since 1986, NICE has been the recognized leader in this field, providing solutions which turn both structured and unstructured data into valuable and actionable information. Our success started by capturing interactions and our expertise has evolved into applying analytics on these interactions. Combined with our years of cultivating domain expertise in partnership with our customers, we can help our customers not only understand what's happening in real time, they can predict what will be.
NICE is regularly recognized for innovation and the value it provides to more than 25,000 customers, including more than 85 of the Fortune 100. When it comes to turning information overload into practical business value, no one else comes close to NICE.
About the product
The product you'll be working on is a Workforce Management (WFM) solution which is part of the Enterprise NICE Workforce Optimization suite to help the contact center schedule their agents and improve their Customer Services. The solution provides the ability for the organization to forecast the work volume, schedule the shifts of the agents, manage their time off requests and all the lifecycle of their work schedule. It is recognized as the market leader for the last 10 years.
Job description
We are looking for a person with exceptional technical skills to provide OR leadership for a multidisciplinary R&D team in a challenging, innovative, fast-paced environment.
The global R&D team is engaged with the largest enterprises of the world (our customers). This is a unique opportunity to provide OR oversight and leadership to a world class engineering team. Your leadership and desire for high quality software design and engineering will dictate the success of the products developed by this team.
We are looking for someone who is passionate about solving extremely complex business challenges through enterprise products that are used by millions of users. This position calls for a seasoned professional who is comfortable with multiple simultaneous feature tracks, playing a lead role on the release team, and actively providing vision and direction in product and technology innovation.
Responsibilities
Solve complex business challenges by applying OR/IE disciplines, techniques, methods and technologies.
Provide guidance for the ongoing enhancement and development of the WFM platform that optimizes resources and performance to align the right number of employees, with the right skills, in the right place, at the right time, to deliver exceptional service.
Use strong problem solving and creative/critical thinking skills to understand complex business needs and translate them into technology solutions.
Research, develop and execute the AI vision for our WFM solution, including: advanced AI-powered, multi-temporal data aggregation and contact center / back office / branch / retail modeling for forecast generation, requirement calculation, scheduled optimization, and change management processes.
Ensure our various predictive and prescriptive analytic algorithms and processes (strategic capacity planning, tactical forecasting, staffing, scheduling, workforce optimization, etc.) function in an infinitely scalable, true multi-tenant, cloud environment.
Evolve core multi-skill multi-session simulation modeling of immediate response work and deferred work, using continuous simulation paradigms and a closed loop feedback solution for service performance prediction and staffing requirement calculations, enabling better scalability and adaptability.
Implement methodologies to model and optimize resource planning for multi-skilled employees handling multi-sessions across multiple organizational environments (contact center, back office, branch, retail; including phone, outbound, chat, email, SMS, claims, and multiple digital channels), using time series and regression forecasting, linear/mixed integer programming, decision tree logic, probabilistic/deterministic statistical/stochastic analysis, discrete-event simulation modeling, heuristic optimization methods, machine learning algorithms, or other OR methodologies.
Contribute to the growth of the WFM business and the WFM strategy.
Meet with strategic customers to discuss long-term requirements, priorities and plans.
Work with the Line of Business to define the long-term strategy and roadmap for WFM.
Qualifications and Experience
The ideal candidate will have:
Operations Research or Industrial Engineering degree (Masters or PhD) and experience
A minimum of 10 years of post-academic experience developing and deploying advanced optimization models
Expert in mathematical optimization and decomposition of complex problems for custom solutions
Experience in scheduling and routing/workflow simulation and optimization problems
High quality understanding of stochastic processes and uncertainty modeling
Experience formulating and solving mixed integer linear, non-linear, quadratic programming models, heuristic optimization methods, and simulation methods
Proven leadership with ability to influence, challenge and negotiate at senior levels using sound judgment, especially in sensitive or complex situations
Ability to engage key people at all levels across business units and geographical area to achieve goals and objectives at both strategical and operational level
Deep experience working with agile software development methodology
Excellent written and oral communications skills (English)
Ability to travel to internationally, as needed
We are an Equal Opportunity/Affirmative Action Employer, M/F/D/V.
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.
