Lead, WFM Platform & Automation

Wealthsimple
Toronto
Workplace: RemoteFull timeCAD 116,000 - 145,000 annuallyFunction: Administration & Executive AssistanceExperience: 6+ yearsSkills: ["Mentorship","Cross-functional communication","Technical leadership","Problem-solving","Influence-led leadership"]

Own the technical foundation of workforce management by building AI agents that automate manual contact-center tasks. Develop forecasting, scheduling, and real-time recommendation systems to anticipate and respond to demand at scale. Evaluate and co-own WFM platform decisions, designing API-driven integrations between WFM, data pipelines, CRM, and ticketing systems. Lead through influence, mentoring analysts and partners while setting automation and tooling direction.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Wealthsimple
Wealthsimple
2 days ago

Lead, WFM Platform & Automation

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Own the technical foundation of workforce management by building AI agents that automate manual contact-center tasks. Develop forecasting, scheduling, and real-time recommendation systems to anticipate and respond to demand at scale. Evaluate and co-own WFM platform decisions, designing API-driven integrations between WFM, data pipelines, CRM, and ticketing systems. Lead through influence, mentoring analysts and partners while setting automation and tooling direction.
Location: Toronto
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Manager level

Key Responsibilities

  • •Build AI agents to automate manual, labour-intensive WFM tasks and reduce human intervention.
  • •Develop forecasting and scheduling models plus real-time recommendation engines to improve demand anticipation and response.
  • •Evaluate and co-own WFM platform decisions, focusing on API-based customization and automation capabilities.
  • •Partner with data and engineering teams to leverage existing data pipelines and architecture while not directly owning them.
  • •Set WFM automation and tooling direction, mentor analysts, and serve as the technical voice in cross-org planning and roadmapping.
Travel: Medium travel

Pay and Benefits

Salary: CAD 116,000 - 145,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceLife InsurancePaid Leave

Key Requirements

  • •6–8+ years of deep operational experience in contact center platform operations, workforce management (WFM) architecture, or enterprise business process automation.
  • •5+ years designing and deploying end-to-end WFM solutions, including dynamic forecasting, multi-skill scheduling, and real-time routing/recommendation using operational datasets.
  • •3+ years of production-grade AI & automation engineering, including architecting autonomous AI agents and multi-agent LLM orchestration (e.g., LangChain, LlamaIndex, AutoGen) with resilient API-driven workflows.
  • •Experience writing production code against REST APIs, managing webhooks, and integrating with data warehouses such as Snowflake or BigQuery to build middleware between CRM, WFM, and ticketing systems.
  • •Translate business strategy into technical system design and mentor junior specialists while establishing operational guardrails for AI across non-technical teams.
Experience:6+ yearsContact centerWorkforce managementAI automationLLM orchestrationFintechFinancial services
Skills:MentorshipCross-functional communicationTechnical leadershipProblem-solvingInfluence-led leadership
Tech Stack:PythonREST APIsWebhooksSnowflakeBigQueryLangChainLlamaIndexAutoGenPandasNumPyNode.jsZendeskSalesforceVerintAssembledPlayvoxNICEPresetLookerTableau

Company Brief

Wealthsimple
Wealthsimple is a Canadian fintech offering automated investing, savings, tax filing, crypto trading, and cash accounts with a focus on low-cost, user-friendly financial services for retail customers.
Industry: Wealth Management
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Headquarters: Toronto, Canada
Founded: 2014
WebsiteLinkedIn