Manager, WFM AI Capabilities & Integration

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Pay Details:

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidates skills and experience job-related knowledge geographic location and other specific business and organizational needs.

As a candidate you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

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 worlds 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 95000 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. Learn more

Additional Information:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were 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 youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll 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 youre 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.

Were 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 youve got everything you need to succeed in your new role.

Interview Process
Well 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 youd 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):