Lead, WFM Platform & Automation

📋 Job Overview

Build something people love

Wealthsimple is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. Wealthsimple currently serves more than 4 million Canadians and holds over $155 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada.

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🏢 About Wealthsimple

The Client Experience Operations team is responsible for how Wealthsimple shows up for its clients every single day. Within that team, our Workforce Management function is the engine that keeps client support running at scale, forecasting demand, scheduling the right people at the right times, and making sure we can deliver fast, reliable experiences no matter what's happening in the business. We're a team that takes operational excellence seriously, and we're now investing in the technical capability to make WFM smarter, faster, and more scalable than it's ever been. If you want to build the systems that power a world-class contact centre, this is where that work happens.

🎯 The Role

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.

✅ Key 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.

📌 Required Qualifications

• 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.

⭐ Desirable Experience

• Direct experience working for, or closely engineering solutions with, modern W

🎁 Benefits

Base salary range: CA$116K – CA$145K

Total compensation: In addition to base salary, permanent employees receive equity compensation. We use clear job levels and market-based salary bands to ensure compensation is fair and consistent across the company.