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Wealthsimple is Canada's leading financial innovator serving 4+ million Canadians with $155B+ in assets under administration. The Client Experience Operations team is seeking a technical leader to transform workforce management (WFM) from manual, labor-intensive processes into an automated, scalable platform.
In this role, you'll own the technical foundation of WFM operations, building AI agents to automate heavy-lift tasks, developing forecasting and scheduling models, and shaping platform decisions that determine what's possible at scale. You'll work at the intersection of operations, data, and engineering to decouple team headcount growth from company growth.
Key responsibilities include: architecting AI agents that reduce manual WFM intervention; developing forecasting, scheduling, and real-time recommendation engines; evaluating and co-owning WFM platform decisions with a focus on API-driven customization; collaborating with data and engineering teams on existing pipelines; setting technical direction for WFM automation; mentoring the analyst team; and serving as the technical voice for WFM in cross-org planning.
You bring 6–8+ years of deep operational experience in contact center platforms, WFM architecture, or enterprise business process automation. You have 5+ years designing end-to-end WFM solutions including dynamic forecasting, multi-skill scheduling, and real-time routing. You have 3+ years of production-grade AI & automation engineering, including autonomous AI agents, multi-agent LLM orchestration (LangChain, LlamaIndex, AutoGen), Python integrations, and enterprise-scale API-driven workflow automation. You've written production code against REST APIs, managed webhooks, and worked directly with data warehouses (Snowflake, BigQuery) to build custom middleware between CRM, WFM, and ticketing systems (Zendesk, Salesforce, Verint).
Bonus qualifications include direct experience with modern WFM vendors (Assembled, Playvox, Verint, NICE), Python proficiency (Pandas, NumPy) or Node.js, BI tool experience (Preset, Looker, Tableau), and background in high-volume regulated environments.
