Workforce Management Architect

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.

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.

Qualifications

• Candidates must be legally authorized to work in the United States without sponsorship.
• Work Location: Remote. You must work from a location within the United States with consistent Internet service.
• Work Type: Full-time.
• Compensation: Expected range is $125,000 to $175,000. New hires usually start between $125,000 and $150,000, depending on experience.
• Benefits: Comprehensive medical, dental, and vision coverage; paid time off; 401(k); parental leave; career development support; and more.
• Travel: 2-3 trips per year for client visits and training as needed.