WFM AI and Analytics Manager

Lead WFM AI capabilities and analytics at TD in Toronto, connecting AWS expertise with workforce insights and operational decision-making.

This people leader manages development and integration across the Workforce Management ecosystem. The work combines WFM platforms, AWS AI capabilities, workforce data, and analytics. Its purpose is to create trusted insights, decision support, and measurable business outcomes across the function.

Key Responsibilities:

• Lead the WFM AI, insights, and analytics roadmap
• Own data sourcing, connectivity, quality, governance, and transformation
• Integrate insights across WFM and enterprise data sources
• Partner with business, data, technology, HR, Finance, and Operations
• Lead, coach, and develop the accountable team

Requirements:

• Undergraduate degree or equivalent experience
• Five or more years in WFM technology, analytics, or related fields
• Hands-on AWS AI, cloud analytics, or contact centre technology experience
• Experience with NICE, Verint, Amazon Connect, or comparable platforms
• Knowledge of SQL, Python, data pipelines, APIs, and governance

Bring WFM leadership, AWS AI experience, and workforce analytics expertise to TD’s Toronto team and measurable operational outcomes.