Senior Associate, Workforce Application Administrator

Location: Mexico City, Mexico

Company

hirify.global operates a global Workforce Management organization supporting more than 20,000 representatives across multiple audiences and lines of business.

What you will do

• Own the architecture and governance of Assembled and WFM Jira across Workforce Management.
• Design queue architecture, skills, channels, sites, event types, agent states, roles, and permissions.
• Lead integration logic across Assembled, Workday, Sigma, Amazon Connect, Salesforce, CMP, and other platforms.
• Define and execute an automation roadmap covering people audits, time-off integration, queue audits, and profile automation.
• Resolve cross-system data integrity issues, lead vendor escalations, and influence platform roadmaps.
• Lead strategic projects from design through implementation, testing, rollout, monitoring, and mentoring.

Requirements

• 4+ years of Workforce Management experience across Real Time, Scheduling, Planning, and Systems.
• Hands-on configuration experience with Assembled, NICE IEX, Verint, Calabrio, Genesys, or similar WFM tools.
• Experience leading integrations between WFM and HRIS, BI, telephony, or case management systems.
• Strong knowledge of queue architecture, routing logic, staffing parameters, shrinkage modeling, and reporting integrity.
• Experience defining governance standards and system architecture at scale, resolving vendor escalations, and influencing senior stakeholders.
• Advanced analytical skills and the ability to work independently at a detailed configuration level.

Culture & Benefits

• High-autonomy ownership of system integrity, scalability, and governance.
• Cross-functional collaboration with Workforce, Operations, Analytics, HR, and Vendor Engineering.
• Continuous improvement of processes, documentation, naming conventions, and architectural standards.
• Focus on measurable efficiency gains, long-term scalability, and reducing technical debt.