Workforce Management Consultant

Owning the design and evolution of workforce management delivery models, the full-time remote Workforce Management Architect will define platform-agnostic standards for forecasting and scheduling while assessing WFM maturity across client operations. Key responsibilities Design and evolve Hummingbird's WFM delivery model across all client operations Define platform-agnostic WFM standards for forecasting, scheduling cadence, and capacity governance Assess WFM maturity for internal operations and client environments, providing actionable recommendations Required qualifications 8-10+ years of experience in service delivery, operations architecture, or consulting with a focus on WFM delivery models Hands-on experience with at least one enterprise WFM platform (e.g., Genesys, Talkdesk, Verint) Active certification or credential in a relevant WFM or service delivery discipline Proven ability to build reusable frameworks and standards that are widely adopted Strong systems thinking and judgment in high-risk, high-uncertainty environments