Resource Management & Analytics, WFM (AI)

TL;DR

Resource Management & Analytics, WFM (AI): Scaling contact center operations through strategic scheduling and real-time performance analysis with an accent on WFM automation and AI integration. Focus on designing next-generation tooling, optimizing multi-department schedules, and translating complex data into actionable operational decisions.

Location: Must be based in the US. Hybrid in Denver, Phoenix, Las Vegas, San Francisco, New York, or Scottsdale (2-3 days/week), or remote from approved US locations.

Salary: $98,775 – $129,000 per year

Company

hirify.global is a platform that helps small businesses manage payroll, health insurance, and HR.

What you will do

• Build and maintain optimized multi-department schedules to achieve service level targets across all channels.
• Analyze automated performance signals and intraday data to make strategic staffing, routing, and escalation decisions.
• Facilitate performance reviews with operations leaders to identify root causes of variance and drive corrective actions.
• Design and improve WFM automation, including alert systems and dashboards, using AI tools and scripting.
• Serve as a system administrator for WFM and routing tools, managing configurations and routing changes.
• Act as a data analytics SME to provide actionable insights that influence internal stakeholders.

Requirements

• 7-8+ years of contact center WFM experience spanning scheduling, intraday, and operational reporting.
• AI fluency required: Demonstrated ability to operationalize AI tools and build automations (reporting pipelines, workflow integrations).
• Strong analytical and data visualization skills with experience building interactive reporting tools.
• Proven track record of owning WFM automation or tooling initiatives end-to-end.
• Must be based in the United States.
• Familiarity with COPC, ICMI, and/or SWPP standards.

Culture & Benefits

• Competitive base pay, comprehensive benefits, and equity (RSUs).
• AI-forward workplace expecting active engagement with evolving AI technologies.
• Flexible work arrangements with hybrid options in major US hubs.
• Mission-driven environment focused on growing the small business economy.