Why This Job is Featured on The SaaS Jobs
In SaaS, customer experience is increasingly shaped by the operational systems behind support, not only by product features. A Workforce Management Contact Routing Lead sits at that intersection, translating shifting customer demand into routing logic and tooling decisions across channels. The emphasis on platforms like Salesforce, NICE CX One, and intelligent virtual agents signals a modern SaaS support stack where orchestration and integration quality directly influence service outcomes.
From a SaaS career perspective, this role builds durable expertise in scaling service operations through programs rather than ad hoc fixes. It develops fluency in data-led optimization, cross-functional alignment between CX, WFM, and technology partners, and the practical governance needed to ship operational changes safely. Those capabilities transfer well across subscription businesses where retention, support efficiency, and consistent service levels matter across segments and geographies.
This position fits professionals who prefer structured problem solving and stakeholder-heavy work, and who enjoy owning ambiguous operational systems end to end. It suits someone comfortable balancing analytics with change management, and motivated by making complex routing decisions understandable and repeatable. The role is also a strong match for candidates who want hands-on influence over how customer contact flows are designed and improved over time.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Role:
This role requires a deep understanding of contact center operations, contact routing principles, strong program management skills, ideally within an agile/scrum environment, as well as solid data and reporting skills.. You will collaborate closely across all of WFM,, as well as CX leadership, operations teams, and technology partners, to drive efficiency, improve agent & customer experience, and ensure optimal routing of all contact types.
About the Team:
As a Contact Routing Lead for Workforce Management (WFM) Programs, you will be a key leader within the CX Strategy & Tool Administration team, reporting to the Head of Strategy and Tool Administration. You will be responsible for leading and executing strategic programs focused on optimizing our contact management capabilities, primarily leveraging Salesforce, CX One, and IVA.
Here’s what you’ll do day-to-day:
- Lead and manage complex programs and projects related to contact routing, including implementation of routing in all channels, upgrades, integrations, and process improvements, directly supporting the needs of our WFM, CX teams, and diverse end customers..
- Define program scope, objectives, and key deliverables in alignment with business goals and CX strategy, in close collaboration with the WFM & CX teams.
- Develop detailed project plans, timelines, and resource allocation strategies, ensuring on-time and within-budget delivery for initiatives impacting all contact routing.
- Proactively pulls and analyzes data to ensure proper routing, and takes action as needed to optimize all contacts in a data driven manner.
- Collaborate with cross-functional teams, including CX Operations, Planning, Scheduling, Intraday Management, Technology, and Analytics, to gather requirements, manage dependencies, and ensure successful program execution that directly benefits all internal teams and customers.
- Identify, assess, and mitigate routing program risks and issues, proactively developing and implementing solutions that address challenges faced by all WFM, CX teams, and customers.
- Develop and maintain comprehensive program documentation, including project plans, risk logs, communication plans, and status reports.
- Communicate program progress, risks, and key decisions to stakeholders at all levels, ensuring clear and consistent updates to all relevant stakeholders.
- Drive continuous improvement in contact routing, processes and program management methodologies within the CX organization, actively seeking input and collaboration from the WFM and CX teams.
- Contribute to the development and delivery of training materials related to contact routing programs and processes, ensuring relevance and accessibility for all WFM and CX teams.
Here’s what we're looking for:
- 7-10+ years of progressive experience in program management, contact routing, and/or strategy, with a significant focus on channel optimization and customer experience within a contact center environment. Experience in CX Operations and/or WFM a plus.
- Deep understanding of contact center operations & best practices in contact routing across multiple channels (phone, chat, email).
- Proven experience managing projects related to contract routing platform implementations, upgrades, or significant process improvements.
- Strong program management skills, including planning, execution, risk management, and stakeholder communication, with a focus on collaborating effectively with CX and WFM professionals.
- Experience working in an agile/scrum environment and a solid understanding of agile principles and practices, with the ability to apply them to contact routing related projects.
- Excellent analytical and problem-solving skills with the ability to interpret data and make informed decisions related to contact routing and channel management.
- Strong communication, collaboration, and interpersonal skills, with the ability to influence and build relationships across diverse teams, including the specialized WFM teams, CX leadership, and both internal and external technology teams.
- Ability to manage multiple priorities and work effectively in a fast-paced, dynamic environment, supporting the diverse needs of the CX org as a whole..
- Proficiency in project management tools (e.g., Jira, Asana, NotionAI).
- Experience in Salesforce, NICE CX One, and IVR is a plus, but not required.
Our cash compensation amount for this role is $94,285/yr to $122,571/yr in Denver & most major metro locations, and $114,695/yr to $149,104/yr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
