Manager, WFM AI Capabilities & Integration

Description

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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. This includes managing system integrations, data flows, workflow enhancements, and cross-platform connectivity across multiple WFM and enterprise technology environments.

The successful candidate will bring strong technical expertise, operational understanding, and hands-on experience working with AWS AI capabilities, cloud-based integrations, and enterprise platforms. This role requires someone who can bridge technology and business needs and help shape how AI and advanced technologies are embedded into WFM processes at scale.

As part of a growing capability within Enterprise WFM, the successful applicant will help define integration standards, improve system connectivity, and support the practical adoption of AWS AI-enabled solutions across the function. External experience bringing cloud and AI capabilities into operational environments will be highly valued.

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

BREADTH & DEPTH

• Deep understanding of WFM platforms, enterprise systems integration, and cloud-based technology environments
• Hands-on involvement in technical design, implementation, and operationalization of AI-enabled capabilities
• Works across multiple systems, business units, and stakeholder groups
• Balances strategic planning with execution responsibilities
• Provides expertise on integration architecture, data workflows, and AWS AI capability enablement
• Influences technology and operational decisions through practical delivery experience

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

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. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. 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. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. 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.

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet