IT Data Engineer Workforce Management Systems

The Customer Interaction and Conversational grid is looking for an enthusiastic and resourceful IT Engineer to strengthen our Workforce Management (WFM) capabilities. In this role, you will design, build, maintain and support our WFM platforms and operational planning processes. You will work closely with Operations, IT, and Analytics teams to ensure accurate, reliable, and scalable workforce data flows that enable effective forecasting, scheduling, and performance insights. This position is ideal for someone who enjoys combining technical engineering skills with domain knowledge in workforce planning and optimization. Experience with the NICE Workforce Management tool is a strong plus.

Your job

In our team we have PO, and a group of 5 genius minds with diverse talent and culture. We aim towards high performing, self-organised DevOps teams where each team members take responsibility and are willing to learn. Within the team, we collaborate, each team member share their expertise and also have their own specialism. Next to creating new insights, maintaining and fixing our existing systems and dashboards are also part of the responsibility of the DevOps teams, the right mindset is key!

Your key responsibilities will be:

• Collaborate with WFM teams to translate business needs into scalable solutions.
• Manage and enhance system-to-system integrations (telephony/ACD, CRM, planning tools).
• Ensure data accuracy, reliability, and availability for forecasting, scheduling, and operational reporting.
• Monitor and improve data quality, including validation, transformation logic, and exception handling.
• Support the implementation, configuration, and technical maintenance of WFM software.
• Help develop dashboards, metrics, and insights to improve workforce planning efficiency.
• Contribute to automation of workflows and operational processes.

Working environment

At ABN AMRO, we strive to be a personal bank in a digital age. That strategy is also brought to life in how we work ourselves. Hence we offer hybrid working as the new normal. This offers you the flexibility to decide when and where can work most comfortably and effectively. Of course we offer you the right resources you need in order to set up a good home office. For example an ergonomic chair, desk and laptop., * The opportunity to be the best you can be, work flexible hours and lots of room to grow both personally and professionally

• The opportunity to pro-actively work on your vitality and fitness
• A supplementary benefit budget of 11%, which you can spend on additional fringe benefits
• A personal development budget of EUR 1.000 per year
• An annual public transportation pass or travel budget, depending on the function
• A solid pension plan

Do you have experience in Telephony?, Do you have a Master's degree?, * Bachelor's or Master's degree in Computer Science or a related field.

• Understanding of workforce planning, scheduling, forecasting, and(or) contact center operations.
• Experience with WFM platforms; experience with NICE Workforce Management is a strong plus.
• Knowledge of integrating systems such as telephony/ACD platforms, and planning tools.
• Experience with Power BI for creating interactive dashboards and reports.
• Analytical mindset, with strong problem-solving and troubleshooting abilities.
• Ability to collaborate with both technical and non-technical stakeholders.
• Proactive, structured, and comfortable working in a dynamic environment.
• Collaborative mindset with the ability to work with cross-functional teams.