Manager, WFM AI Capabilities & Integration
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Key skills for this role
About the Role
TD is looking for a Manager to lead the integration of AI-enabled capabilities into the Workforce Management (WFM) ecosystem, focusing on AWS-based AI and cloud integration.
Key Skills for This Role
Responsibilities
- Partner with technology and business teams to evaluate, implement, and operationalize AWS AI enabled capabilities within WFM
- Translate cloud based and AI driven technical solutions into practical workflows and operational processes
- Ensure new capabilities are adopted effectively across teams and embedded into day to day operations
- Support system integration across WFM platforms, AWS related technologies, and enterprise tools
- Provide subject matter expertise on WFM systems, integration design, and AI capability enablement
- Maintain awareness of emerging AWS and AI technologies and assess their practical application within WFM
- Support the execution of the WFM AI integration roadmap, with emphasis on AWS based capabilities and cloud enabled solutions
- Ensure integration solutions are scalable, reliable, secure, and cost effective
- Manage risks related to system integration, data quality, cloud implementation, and operational impact
- Partner with Technology, HR, Finance, and operations to align priorities and support delivery of AWS AI enabled use cases
- Identify opportunities to improve efficiency through better system connectivity, automation, and AI capability adoption
- Ensure compliance with internal standards, technology governance, and regulatory requirements
Requirements
- Undergraduate degree or equivalent experience
- 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.) and their integration into broader enterprise environments
- 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
Full Job Posting
Job Description
- This role leads the integration of AI enabled capabilities and technology solutions into the Workforce Management (WFM) ecosystem, with a strong focus on AWS based AI capabilities and cloud integration.
- The team is responsible for ensuring new tools, workflows, and system integrations are effectively implemented and adopted across WFM operations.
- The role owns the end to end integration lifecycle, from translating AWS AI and other technical capabilities into operational use cases, to ensuring solutions are scalable, reliable, and aligned with business needs.
CUSTOMER
- Partner with technology and business teams to evaluate, implement, and operationalize AWS AI enabled capabilities within WFM
- Translate cloud based and AI driven technical solutions into practical workflows and operational processes
- Ensure new capabilities are adopted effectively across teams and embedded into day to day operations
- Support system integration across WFM platforms, AWS related technologies, and enterprise tools
- Provide subject matter expertise on WFM systems, integration design, and AI capability enablement
- Maintain awareness of emerging AWS and AI technologies and assess their practical application within WFM
SHAREHOLDER
- Support the execution of the WFM AI integration roadmap, with emphasis on AWS based capabilities and cloud enabled solutions
- Ensure integration solutions are scalable, reliable, secure, and cost effective
- Manage risks related to system integration, data quality, cloud implementation, and operational impact
- Partner with Technology, HR, Finance, and operations to align priorities and support delivery of AWS AI enabled use cases
- Identify opportunities to improve efficiency through better system connectivity, automation, and AI capability adoption
- Ensure compliance with internal standards, technology governance, and regulatory requirements
EMPLOYEE / TEAM
- Provide leadership within a highly collaborative and technical environment
- Support development of team capabilities in integration and AI enabled workflows
- Share knowledge and best practices across WFM and technology teams
- Foster strong working relationships across multiple stakeholders
- Contribute to a culture focused on innovation, accountability, and continuous improvement
Experience And / Or Education
- Undergraduate degree or equivalent experience
- 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.) and their integration into broader enterprise environments
- 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
Pay Details
- CAD 96,900 CAD 136,800 per year.
- Base pay actually offered may vary based on candidate's skills and experience, job related knowledge, geographic location, and other specific business and organizational needs.
Total Rewards Package
- Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.
Who We Are
- TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores.
- More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience.
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