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The Software Engineer will lead the technical direction of projects related to customer support workforce management, focusing on forecasting contact volume and optimizing schedules for agents. Responsibilities include mentoring, participating in design and code reviews, and collaborating with product and leadership teams to turn technical challenges into solutions.

As a Software Engineer, you will lead technical architecture and implementation for projects, providing mentorship, conducting design and code reviews, and addressing technical challenges. Your focus will be on enhancing data ingestion and metrics generation for customer support platforms, leveraging extensive experience in back-end engineering and data integration.

The Product Manager for Workforce Management will oversee data-driven decision-making, API product responsibility, and SaaS integrations. This role requires strong analytical skills, an understanding of data modeling, leadership in product development, and the ability to collaborate across teams to enhance product value and customer satisfaction.