Lead, WFM Platform & Automation

Wealthsimple Technologies

1d • Hybrid

About The Position

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 Wealthsimple'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.

Requirements

• Understand WFM at a systems level, not just the workflows, but the logic underneath them, and use that understanding to build things that actually work in production
• Be a builder at heart; not satisfied with workarounds when the right solution is an automated one
• Comfortable owning decisions with real operational stakes, and bring enough domain knowledge to make a compelling case when it matters
• Can move between deep technical work and clear communication with non-technical partners without losing anything in translation
• Curious about the problem space, not just the tools, want to understand why something breaks, not just fix it
• Comfortable leading through influence, don't need a formal mandate to shape how a team thinks about a problem
• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• Top-tier health benefits and life insurance
• Long-term group savings with employer match, through Wealthsimple 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed