AI-Driven WFM Capacity & Analytics Architect

Gusto; United States; Remote; USD 99,000 - 129,000; Full time

Job summary

Gusto is seeking a senior, technically minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You will lead with AI across forecasting, scheduling, and intraday operations, building governance and data pipelines that elevate WFM from reactive to predictive.

You will collaborate with Legal, Data, and Product to ensure compliant AI implementations and help shape how AI is adopted across teams.

Qualifications

• Demonstrated AI tools adoption in WFM or contact center context.
• Experience building AI/ML‑powered forecasting, automation, or analytics workflows.
• Strong communication and data-driven recommendation skills.

Responsibilities

• Use AI to identify demand shifts and workforce risks before they impact operations.
• Connect AI insights to staffing, scheduling and capacity decisions.
• Develop capacity plans with hiring and efficiency recommendations for CX teams.
• Participate in on-call PagerDuty rotation for real-time incidents.

Skills

AI fluency

Forecasting

Data visualization

Stakeholder comms

Problem solving

Cross-functional leadership

Education

Bachelor's degree or equivalent experience

Tools

Data pipelines

Dashboards

Job description

Gusto is seeking a senior, technically minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You will lead with AI across forecasting, scheduling, and intraday operations, building governance and data pipelines that elevate WFM from reactive to predictive.

You will collaborate with Legal, Data, and Product to ensure compliant AI implementations and help shape how AI is adopted across teams.