AI Adoption & Transformation Consultant guiding enterprise clients through AI transformation with Microsoft technologies. Working with business strategy, organizational change, and employee experience.
About the role
- Manager of WFM AI capabilities leading integration of AWS technology solutions into Workforce Management. Driving adoption and operationalization of AI solutions with a strong technical and operational focus.
Responsibilities
- Lead the integration of AI-enabled capabilities and technology solutions into the Workforce Management ecosystem
- Partner with technology and business teams to evaluate and operationalize AWS AI-enabled capabilities
- Ensure new capabilities are effectively adopted and embedded into day-to-day operations
- Manage system integration across WFM platforms, AWS-related technologies, and enterprise tools
- Support development of team capabilities in integration and AI-enabled workflows
- Foster strong working relationships across multiple stakeholders
Requirements
- 5+ years in WFM technology, systems integration, AI enablement, or a related field
- Hands-on experience with AWS AI capabilities, cloud-based integrations, or AWS-related contact centre technologies
- Experience with WFM platforms (e.g., NICE, Verint, Amazon Connect, etc.)
- Knowledge of API integrations, data flows, cloud connectivity, and system architecture
- Experience with data tools or scripting languages (e.g., SQL, Python) is an asset
- Strong understanding of operational processes in a contact centre environment
- External experience implementing AI or cloud capabilities in production environments is strongly preferred
- Experience in financial services or regulated industries preferred.
Benefits
- Health and well-being benefits
- Career development programs
- Paid time off
- Retirement programs
- Banking benefits and discounts
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