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Mohammed Taj

@mohammedtaj

I architect enterprise Verint WFM solutions that improve forecasting, scheduling, integrations, and platform operations.

India

Message

I've led enterprise Verint WFM architecture and delivery for Google’s YouTube WFM initiatives at HCL Technologies, spanning Forecasting & Scheduling, Performance Management, EDH API extraction, Enterprise Reporting, and Salesforce and CCAI telephony integrations.

Across Cimpress, Verint CES, and Synchrony, I've optimized WFO/WFM platforms, resolved critical P1/P2 incidents, built API and middleware integrations, and delivered more than USD 300,000 in Verint license savings through utilization optimization. I bring hands-on SQL diagnostics, workforce planning, cloud support, and end-to-end SDLC governance to multi-site, multi-skill contact center environments.

Experience

Work history, roles, and key accomplishments

Current

Sr. Software Engineer — Verint WFM

Current

IntraEdge Technologies Pvt Ltd.

Feb 2026 - Present (6 months)

Design and configure Verint-based workforce scheduling strategies across multi-skill, multi-site environments. Build and tune shrinkage models, track KPIs, and integrate telephony platforms with AWS and APIs.

Verint WFM Forecasting Scheduling SQL AWS API Integration Reporting

Technical Architect — Verint WFM

HCL Technologies

Sep 2024 - Jan 2026 (1 year 4 months)

Architected and delivered enterprise-scale Verint WFM 15.2 implementations, owning end-to-end solution design and optimization. Led integrations with Salesforce, CCAI, and HRIS, and served as technical escalation lead for P1/P2 incidents.

Verint WFM Forecasting Scheduling RTA Salesforce API Integration SQL SDLC

Lead Technical Support Engineer — Verint WFO/WFM

Cimpress India Pvt Ltd.

Mar 2022 - Sep 2024 (2 years 6 months)

Owned enterprise-wide Verint WFO/WFM platform strategy as Product Owner, leading global deployments and optimizations. Achieved over USD 300,000 in license cost savings through utilization analysis and rightsizing.

Verint WFM Desktop and Process Analytics AWS Salesforce Coupa SQL API Integration

Product Support Engineer, Tier 2 — EMEA (Verint WFM)

Verint CES India Pvt Ltd.

Jan 2021 - Mar 2022 (1 year 2 months)

Delivered advanced Tier 2 technical support for Verint WFM solutions across EMEA, specializing in Forecasting & Scheduling optimization and RTA diagnostics. Collaborated with Tier 3 and Product Engineering to validate hotfixes and support defect remediation.

Verint WFM Forecasting Scheduling RTA SQL IIS Troubleshooting Incident Management

Sr. Specialist, Reporting & Analysis — Verint WFO/WFM

Synchrony International Services Pvt Ltd

Oct 2018 - Jan 2021 (2 years 3 months)

Served as primary technical POC for enterprise Verint WFO/WFM platform administration and configuration. Led data integration initiatives and designed enterprise reporting solutions using SQL and Excel-based dashboards.

Verint WFM SQL Reporting API Integration IAM Security Dashboarding

Sr. Specialist, Workforce Planning & Operations

Synchrony International Services Pvt Ltd

Jul 2014 - Oct 2018 (4 years 3 months)

Performed advanced workforce planning and capacity management, analyzing call volume, AHT, and shrinkage to build accurate staffing forecasts. Developed optimized staffing plans and conducted real-time monitoring to close performance gaps.

Workforce Planning Forecasting Scheduling Monitoring