Calabrio Contact Center Technical BSA - WFM - 100% Remote Conract to Hire

We have a 6 - 12-month contract to hire position open for a Technical BSA that has a background with Calabrio or other WFM tools. The position will be involved in migrating Calabrio to another WFM platform called TPG. We are seeking a Technical Business Systems Analyst with experience in Workforce Management (WFM) platforms, particularly Calabrio and other enterprise-level WFM tools. This individual will play a key role in the migration of Calabrio to TPG’s WFM platform, supporting the transition by analyzing business processes, gathering requirements, and coordinating with technical and business teams to ensure a smooth implementation. This is a hands-on, high-impact role ideal for a systems analyst with strong technical aptitude, a deep understanding of contact center operations, and a proven track record of successful system transitions and tool adoption. Key Responsibilities: • Lead and support the end-to-end migration from Calabrio to the TPG WFM platform • Gather, analyze, and document business and technical requirements from cross-functional stakeholders • Collaborate closely with operations, IT, and vendor teams to ensure system alignment and functional readiness • Map current-state WFM configurations in Calabrio and define future-state workflows in TPG • Identify gaps, risks, and process improvements as part of the migration strategy • Assist with system configuration, user acceptance testing (UAT), and post-go-live support • Create clear documentation, user guides, and training materials for business and technical users • Support data migration, integration points, and validation processes across systems • Ensure compliance with internal governance, change management, and security protocols Must-Have Qualifications: • 5+ years of experience as a Business Systems Analyst, with at least 2 years in a technical BSA role • Hands-on experience with Calabrio or similar WFM tools (e.g., NICE, Verint, TPG TeamManager, Genesys WFM) • Strong understanding of contact center workflows, forecasting, scheduling, and adherence models • Experience working on system migrations, platform transitions, or enterprise tool implementations • Proficiency with tools such as SQL, Excel, and process modeling tools (e.g., Visio, Lucidchart) • Solid experience gathering business requirements and converting them into functional specifications • Experience working in Agile or hybrid development environments • Excellent verbal and written communication skills Nice-to-Haves: • Prior experience with TPG TeamManager or similar resource planning platforms • Familiarity with APIs, data integrations, and enterprise scheduling logic • Experience in regulated industries such as healthcare, finance, or telecommunications • Knowledge of Jira, Confluence, or other project management tools