Lead, WFM Platform & Automation

📋 Description

• Build AI agents that automate manual WFM tasks
• Develop forecasting and scheduling models for demand at scale
• Own evaluation of WFM platform decisions with API-based tooling
• Collaborate with data/engineering teams on data pipelines
• Set technical direction for WFM automation and mentor teams
• Act as technical voice in cross-org planning

🎯 Requirements

• 6–8+ years in contact center ops, WFM architecture, or automation
• 5+ years designing end-to-end WFM solutions with forecasting/scheduling
• 3+ years production-grade AI & Automation engineering
• Proven production code experience with REST APIs, webhooks, data warehouses (Snowflake/BigQuery)
• Strong ability translating business strategy into technical design and mentoring

🎁 Benefits

• Health benefits and life insurance
• Long-term savings with employer match
• 20 vacation days, 4 wellness days, unlimited sick/mental health days
• Up to 90 days outside Canada per year
• Hybrid team with 1,500+ employees across North America