Calabrio Developer - Workforce Management (WFM)

Overview

WHO WE ARE: Beyondsoft is a leading mid-sized business IT and consulting company that combines modern technologies and proven methodologies to tailor solutions that move your business forward.Our global head office is based in Singapore, and our team is made up of a diversely talented team of experts who thrive on innovation and pushing the bounds of technology to solve our customers’ most pressing challenges.When it comes time to deliver, we set our sights on that sweet spot where brilliance, emerging technologies, best practices, and accountability converge. We have a global presence spanning four continents (North America, South America, Europe, and Asia). Our global network of talent and customer-centric engagement model enables us to provide top-quality services on an unprecedented scale. WHAT WE’RE ABOUT: We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better. Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to https://www.beyondsoft.com/diversity/. ADDITIONAL REQUIREMENT FOR REMOTE POSITIONS: For remote positions, all candidates must complete a video screen with our corporate recruiting team.

Responsibilities

POSITION SUMMARY: We are looking for a Calabrio WFM Developer for a remote based opening in India. We are looking for outstanding candidates to collaborate on our client’s project as we continue to build out our highly successful workforce and business analysis team. Our team provides a critical role to a large Enterprise level client in the IT contact center sector. Ideal candidates have excellent communications and analytical skills as well as experience working under time constraints. Other qualification for strong expertise in system configuration, workforce forecasting, and change control within a customized Calabrio environment. The role involves end-to-end configuration, backend validation, forecasting execution, and integration with reporting systems while ensuring data accuracy, system integrity, and operational efficiency. WHAT YOU WILL BE DOING: Configure, manage, and maintain Calabrio WFM components, including Skills, Workloads, Queues, and Distribution Points. Execute, monitor, and validate forecasting processes, including Quick Forecast, Full Forecast, and Distribution runs. Manage the complete Change Control lifecycle, including ADO and ICM ticket creation, validation, implementation, testing, and closure. Maintain configuration hierarchy integrity across Skills → Workloads → Queues, ensuring consistency throughout the environment. Perform queue-to-workload mapping using JSON predicates, BI inputs, and business rules. Configure Open Hours (HOOPs), allocation percentages, time zones, vendor/site setup, and distribution configurations. Investigate and resolve forecasting issues, including Average Handle Time (AHT) discrepancies, volume mismatches, interval inconsistencies, and forecasting validation errors. Support new workload onboarding, activation, testing, deployment, and post-implementation validation. Collaborate closely with WFM, Business Intelligence (BI), Operations, and Change Control teams to ensure seamless implementation and operational excellence. Validate backend configurations and ensure successful integration with reporting and analytics systems.

Qualifications

MINIMUM QUALIFICATIONS: Advanced expertise in Calabrio Workforce Management (WFM). Strong understanding of Workforce Management concepts, including forecasting and scheduling. Hands-on experience configuring Skills, Workloads, Queues, Distribution Points, and Open Hours (HOOPs). Strong knowledge of forecasting models, including Interval Forecasting, Average Handle Time (AHT), Concurrency, and workload distribution. Experience managing Change Control processes using ADO, ICM, and complete ticket lifecycle management. Understanding of Business Taxonomy, including Region, Language, and Channel mapping. Experience with Distribution Configuration, Allocation Management, and Queue Distribution logic. Strong skills in data validation, system troubleshooting, root cause analysis, and issue resolution. Experience working within customized or non-standard Calabrio implementations. Hands-on experience with JSON-based configuration and data mapping. Preferred Skills Experience with Power BI, Data Cube, and reporting models. Understanding of backend data relationships, database structures, and table mapping. Knowledge of Workforce Management mathematics, including Erlang models, productivity calculations, and staffing optimization. Exposure to RLPO (Long-Range Planning & Optimization) and long-range forecasting processes. Experience optimizing reporting solutions and simplifying complex data models. Familiarity with reporting integrations and analytics-driven workforce planning. Core Competencies Strong analytical, troubleshooting, and problem-solving abilities. Ability to quickly understand and adapt to custom-built systems and business processes. High attention to detail in configuration, forecasting, validation, and quality assurance. Excellent cross-functional collaboration with WFM, BI, Operations, and Change Management teams. Strong ownership mindset with accountability for end-to-end delivery, accuracy, and continuous process improvement. Effective communication, stakeholder management, and documentation skills. WHAT WE HAVE TO OFFER: Because we know how important our people are to the success of our clients, it’s a priority to make sure we stay committed to our employees and making Beyondsoft a great place to work. We take pride in offering competitive compensation and benefits along with a company culture that embodies continuous learning, growth, and training with a dedicated focus on employee satisfaction and work/life balance. Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.