Summary

Build the systems and standards for workforce management across all of Hummingbird’s clients.

As a Workforce Management Architect at Hummingbird, you'll own the design and evolution of our WFM delivery model across all client operations. You'll define platform-agnostic standards for forecasting, scheduling cadence, and capacity governance, and you'll translate those operational requirements into design decisions. Most of your day will be a mix of designing frameworks, assessing WFM maturity for client environments, and working directly with stakeholders to align on standards that hold up across different platforms and levels of sophistication.

This is an individual contributor role where you’ll set strategic direction through the quality of your frameworks and the strength of your judgment, not through a reporting line. That means building standards others choose to adopt, coaching teams through how to apply them, and stepping in directly on advisory engagements.

Responsibilities

What You'll Do

• Own the design and evolution of Hummingbird's WFM delivery model across all client operations.

• Define platform-agnostic WFM standards for forecasting, scheduling cadence, and capacity governance that hold consistently regardless of the underlying system.

• Translate operational WFM requirements into design decisions for Hummingbird's Genesys platform build.

• Assess WFM maturity for both internal operations and client environments, and deliver actionable recommendations to advance maturity in each.

• Partner with the WFM Senior Manager to translate delivery-model standards into day-to-day operational guidance.

• Incorporate client-specific delivery feedback into the ongoing evolution of WFM standards.

• Guide stakeholders through root-cause analysis and tradeoffs on complex or high-risk WFM engagements.

• Document decisions and tradeoffs so teams can execute consistently against the standard.

• Teach others to work within evolved WFM models through documentation, coaching, and forums.

• Evaluate how AI and automation, including agentic tools, should factor into WFM planning and capacity decisions as human and AI-driven work become part of the same staffing model.

The Details

• Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship

• Work Location: Remote. You must work from a location within the United States with consistent Internet service

• Work Type: Full-time

• Compensation: Expected range is $125,000 to $175,000. New hires usually start between $125,000 and $150,000, depending on experience.

• Benefits: Comprehensive medical, dental, and vision coverage; paid time off; 401(k); parental leave; career development support; and more

• Travel: 2-3 trips per year for client visits and training as needed

Required & Desired Skills

What You'll Bring

• 8-10+ years of experience in service delivery, operations architecture, or consulting, with a track record designing or governing WFM delivery models, not just executing within them.

• Hands-on experience with at least one enterprise WFM platform (Genesys, Talkdesk, Verint, or equivalent), with broad working knowledge across systems valued as much as depth in any one.

• Active certification or credential in a relevant WFM or service delivery discipline.

• Proven ability to build reusable frameworks and standards that get adopted beyond your immediate team.

• Strong systems thinking and sound judgment in high-risk, high-uncertainty work involving delivery models and operational workflows.

• A clear point of view on how AI and agentic tools are changing workforce management, including how to plan and manage a hybrid team of human and AI-driven work.

• Strong written and verbal communication skills across technical and executive audiences, with the ability to translate WFM fundamentals for stakeholders who don't yet know the space.

• Comfort leading through influence and expertise rather than formal people management, and navigating ambiguity across multiple stakeholders.

Nice to Have

• Experience leading multi-team WFM initiatives end-to-end in patient access operations consulting.

• Epic certifications (e.g., Cadence, Prelude, EpicCare Ambulatory, MyChart, Cheers).

• Experience in start-up or fast-paced environments where you've had to build structure while moving quickly.

What Helps You Shine

• Please note that we use both your resume and your written and oral communication throughout the hiring process to understand your fit for this role.

• Thoughtful, clear responses help us see your attention to detail, your professionalism, and your ability to communicate with care, all skills that are essential for success on our team.

Expectations for Focus & Presence

• To support our clients and each other, this role requires your full attention during scheduled work hours. Our Outside Employment Policy doesn't allow overlapping work or "job stacking," so any outside work must happen fully outside your Hummingbird schedule.

• We value connection, teamwork, and being present, which is what keeps our clients supported and our team effective. If that's what you're looking for, you'll feel at home here. If you're hoping to hold another job during the same hours, this job won't be the best match.

Growth at Hummingbird

This role sits at the center of how Hummingbird's WFM practice takes shape over the next several years. As you build out the delivery model and prove it out across client engagements, you'll have the opportunity to expand your ownership into additional domains, take on higher-visibility consulting engagements, and help shape the roadmap for scaling this work across the organization.