Telephony & Workforce Planning Specialist

TL;DR

Telephony & Workforce Planning Specialist: Providing hands-on configuration, operational support, and technical analysis for telephony platforms and Workforce Planning (WFP) tools with an accent on system accuracy, data integrity, and call routing optimization. Focus on troubleshooting complex issues, delivering technical changes, and providing actionable insights to improve forecasting and operational decision-making.

Location: Stirling, Scotland (Onsite/Hybrid expected)

Company

hirify.global is a leading savings and investment firm with over 175 years of history, managing over £300 billion in assets and serving 5 million customers globally.

What you will do

• Administer and configure telephony systems including queue changes, skill updates, and routing edits.
• Monitor telephony performance, routing accuracy, and system health to ensure reliable operations.
• Manage configuration in workforce planning tools and ensure accurate data feeds between systems.
• Analyze telephony data trends to support forecasting, staffing models, and operational decision-making.
• Troubleshoot technical issues, identify root causes, and collaborate with IT and vendor partners on solutions.
• Document routing designs, system enhancements, and operational processes to support team knowledge sharing.

Requirements

• Experience working with telephony platforms in a contact centre environment (ACD, IVR, queues and routing).
• Proficiency in Workforce Management tools (Verint preferred) and Excel.
• Basic understanding of API feeds, data flows, or scripting.
• Strong analytical skills with a methodical approach to problem-solving.
• Ability to communicate complex technical information clearly to non-technical stakeholders.
• Must be based in or able to work from Stirling, Scotland.

Nice to have

• Experience with Verint WFM software.
• Background in financial services or large-scale contact centre operations.

Culture & Benefits

• Competitive pension scheme with 18% total contribution (13% employer, 5% employee).
• 38 days annual leave including bank holidays, with options to purchase extra days.
• Comprehensive private healthcare, critical illness cover, and life assurance.
• Market-leading Inspiring Families policy covering paid parental leave.
• Access to Share Save and Share Incentive Plans.
• Inclusive culture with active employee-led networks and support for diverse communities.