Lead, WFM Platform & Automation

2 нед. назад

116k–145k CAD / yearCanadaWorldwideLeadRemote

Lead the Workforce Management platform and automation to optimize client support operations at scale.

О компании

The Client Experience Operations team is responsible for how shows up for its clients every single day. Within that team, our Workforce Management function is the engine that keeps client support running at scale, forecasting demand, scheduling the right people at the right times, and making sure we can deliver fast, reliable experiences no matter what's happening in the business. We're a team that takes operational excellence seriously, and we're now investing in the technical capability to make WFM smarter, faster, and more scalable than it's ever been. If you want to build the systems that power a world-class contact centre, this is where that work happens.

Обязанности

Workforce management at scale is a hard problem, and right now, too much of how we solve it relies on manual effort that doesn't scale with 's growth. This role exists to change that. You'll own the technical foundation of our WFM function: building AI agents to automate the heavy lift, developing forecasting and scheduling models that help us stay ahead of demand, and shaping the platform decisions that determine what's possible. You'll also shape how the WFM function thinks about technology, setting direction, raising the technical bar, and bringing the analyst team along with you.
Build AI agents that automate manual, labour-intensive WFM tasks, reducing human intervention and freeing the team to focus on higher-value work
Develop forecasting and scheduling models and real-time recommendation engines that improve how we anticipate and respond to demand at scale
Drive the technical evaluation and co-ownership of WFM platform decisions, including our current tooling assessment, with a focus on platforms that support API-based customization and automation
Work closely with data and engineering teams to understand and leverage existing data pipelines and architecture, without owning them directly
Set the technical direction for WFM automation and tooling, and bring the analyst team and cross-functional partners along through hands-on mentorship and clear, accessible documentation
Act as the technical voice for the WFM function in cross-org planning and roadmapping discussions
Identify opportunities to decouple team headcount growth from company growth, building systems that scale without requiring proportional increases in staffing.

Требования

You understand WFM at a systems level, not just the workflows, but the logic underneath them, and you use that understanding to build things that actually work in production
You're a builder at heart; you're not satisfied with workarounds when the right solution is an automated one
You're comfortable owning decisions with real operational stakes, and you bring enough domain knowledge to make a compelling case when it matters
You can move between deep technical work and clear communication with non-technical partners without losing anything in translation
You're curious about the problem space, not just the tools, you want to understand why something breaks, not just fix it
You're comfortable leading through influence, you don't need a formal mandate to shape how a team thinks about a problem
Skills & Experience
6–8+ years of deep operational experience in contact center platform operations, workforce management (WFM) architecture, or enterprise business process automation.
5+ years of experience designing and deploying end-to-end WFM solutions , including dynamic forecasting algorithms, complex multi-skill scheduling models, and real-time routing or recommendation engines using large-scale operational datasets.
3+ years of production-grade AI & Automation engineering , including architecting autonomous AI agents, multi-agent LLM orchestration frameworks (e.g., LangChain, LlamaIndex, AutoGen), custom Python integrations, and resilient API-driven workflow automation at enterprise scale.
Proven track record of writing production code against REST APIs, managing webhooks, and interacting directly with data warehouses (e.g., Snowflake, BigQuery) to build custom middleware between CRM, WFM, and ticketing systems (e.g., Zendesk, Salesforce, Verint).
Demonstrated experience translating high-level business strategy into technical system design, while mentoring junior specialists and establishing operational guardrails for AI implementation across non-technical teams.

Будет плюсом

Direct experience working for, or closely engineering solutions with, modern WFM vendors (e.g., Assembled, Playvox, Verint, or NICE ). You don’t just navigate the UI, you understand their underlying data schemas, API limits, and integration boundaries.
Hands-on experience configuring, extending, or building custom automation layers on top of Assembled or Playvox ecosystems.
Strong proficiency in Python (Pandas, NumPy) or Node.js for data transformation, custom ETL tasks, and rapid prototyping of automation scripts.
Experience leveraging BI tools ( Preset, Looker, Tableau ) to translate raw contact center telemetry into actionable dashboards for executive leadership.
Background in high-volume, highly regulated fintech or financial services environments, navigating strict SLA thresholds and compliance controls.
Proven track record acting as a technical peer alongside Data Science, Engineering, and Product teams, co-authoring technical specs rather than just handing over business requirements.

Другое

is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. currently serves more than 4 million Canadians and holds over $155 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada.
We're proud of what we've built — and we're just getting started. Read our Culture Manual and learn more about how we work .
🌸 Top-tier health benefits and life insurance
📈 Long-term group savings with employer match, through for Business
🌴 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year
✈️ 90 days away: work outside Canada for up to 90 days per year
👥 Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS
🌎 We are a hybrid team with over 1,500 employees across North America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work.
Technology & Innovation at : We move quickly and build thoughtfully. That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building.
Inclusion Statement: We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
Accessibility Statement: We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to make sure you have what you need. We also welcome any feedback on how we can better accommodate candidates with accessibility needs.
AI in Hiring: We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but don't replace human judgment – all final hiring decisions are made by people. If you have questions about how your data is used, reach out to us.