Operations manager Jobs in Waterloo, ON

Job Description

We are looking for an Operations Research Engineer to join the Workforce Management (WFM) product stream and help build the optimization capabilities behind workforce planning, forecasting, scheduling, and resource allocation for a large-scale contact center environment.
The role focuses on applying operations research, mathematical optimization, and algorithm design to solve complex workforce planning problems at enterprise scale. You will work closely with Product, Workforce Management experts, Architects, and Engineering teams to transform business requirements into optimization models and production-grade optimization services that support scheduling, staffing, coverage management, and operational efficiency.
This role is ideal for an engineer with strong expertise in optimization, constraint programming, mathematics, and software engineering who enjoys solving real-world planning and resource allocation challenges.

Responsibilities

• Research, design, and develop optimization models for contact center workforce planning, scheduling and resource allocation.
• Design and implement the schedule optimization engine using OR-Tools/CP-SAT.
• Own the constraint model end to end: formalize business rule into a solvable, maintainable model.
  Build the production-grade solver as a service within the WFM platform that meets latency targets for real forecast group volumes.
• Define and validate schedule quality metrics (coverage attainment, constraint violations, solve time, solution stability across re-solves) and instrument the service so quality can be monitored in production.
• Build and execute tests and validation of optimization algorithms to deliver performance, scalability, and accuracy.
• Collaborate with architects and engineering teams to integrate optimization models into an enterprise-grade optimization engine of the workforce management platform.
• Partner with workforce-planning and real-time-analyst stakeholders to validate that generated schedules are operationally usable.
• Effectively communicate and present findings, methodologies, and results to engineering and business stakeholders.

Qualifications

• 6+ years of professional experience designing and implementing optimization solutions in production environments.
• Hands-on production experience with OR-Tools (CP-SAT), or a comparable constraint-programming / mixed-integer-programming solver.
• Strong foundation in linear programming, integer programming, or stochastic optimization.
• Direct experience modeling and solving workforce or resource scheduling problems.
• Experience working with large datasets and solving large scale optimization problems.
  Proficiency in Java, Python, or C++.
• Experience translating complex business requirements into mathematical models and optimization objectives.
• Strong software engineering skills with the ability to build production-ready services and validation frameworks.
• Strong analytical, problem-solving, and communication skills.

Nice to Have

• Working knowledge of WFM domain.
• Experience building optimization solutions for workforce planning, scheduling, logistics, transportation, or resource allocation.
• Knowledge of forecasting and decision-support systems.
• Experience with cloud platforms such as AWS, GCP, or Azure.
• Practical experience with AI-assisted software development or AI-enabled solutions, including tools such as Claude or GitHub Copilot.

Additional Information

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.