Workforce Management Architect

Hummingbird Healthcare

7d•$125,000 - $175,000•Remote

About The Position

Build the systems and standards for workforce management across all of Hummingbird’s clients. As a Workforce Management Architect at Hummingbird, you'll own the design and evolution of our WFM delivery model across all client operations. You'll define platform-agnostic standards for forecasting, scheduling cadence, and capacity governance, and you'll translate those operational requirements into design decisions. Most of your day will be a mix of designing frameworks, assessing WFM maturity for client environments, and working directly with stakeholders to align on standards that hold up across different platforms and levels of sophistication. This is an individual contributor role where you’ll set strategic direction through the quality of your frameworks and the strength of your judgment, not through a reporting line. That means building standards others choose to adopt, coaching teams through how to apply them, and stepping in directly on advisory engagements.

Requirements

8-10+ years of experience in service delivery, operations architecture, or consulting, with a track record designing or governing WFM delivery models, not just executing within them.
Hands-on experience with at least one enterprise WFM platform (Genesys, Talkdesk, Verint, or equivalent), with broad working knowledge across systems valued as much as depth in any one.
Active certification or credential in a relevant WFM or service delivery discipline.
Proven ability to build reusable frameworks and standards that get adopted beyond your immediate team.
Strong systems thinking and sound judgment in high-risk, high-uncertainty work involving delivery models and operational workflows.
A clear point of view on how AI and agentic tools are changing workforce management, including how to plan and manage a hybrid team of human and AI-driven work.
Strong written and verbal communication skills across technical and executive audiences, with the ability to translate WFM fundamentals for stakeholders who don't yet know the space.
Comfort leading through influence and expertise rather than formal people management, and navigating ambiguity across multiple stakeholders.

Nice To Haves

Experience leading multi-team WFM initiatives end-to-end in patient access operations consulting.
Epic certifications (e.g., Cadence, Prelude, EpicCare Ambulatory, MyChart, Cheers).
Experience in start-up or fast-paced environments where you've had to build structure while moving quickly.

Responsibilities

Own the design and evolution of Hummingbird's WFM delivery model across all client operations.
Define platform-agnostic WFM standards for forecasting, scheduling cadence, and capacity governance that hold consistently regardless of the underlying system.
Translate operational WFM requirements into design decisions for Hummingbird's Genesys platform build.
Assess WFM maturity for both internal operations and client environments, and deliver actionable recommendations to advance maturity in each.
Partner with the WFM Senior Manager to translate delivery-model standards into day-to-day operational guidance.
Incorporate client-specific delivery feedback into the ongoing evolution of WFM standards.
Guide stakeholders through root-cause analysis and tradeoffs on complex or high-risk WFM engagements.
Document decisions and tradeoffs so teams can execute consistently against the standard.
Teach others to work within evolved WFM models through documentation, coaching, and forums.
Evaluate how AI and automation, including agentic tools, should factor into WFM planning and capacity decisions as human and AI-driven work become part of the same staffing model.