Senior AI-Driven WFM Forecasting & Capacity Planner

Gusto; Scottsdale (AZ); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Gender-affirming care

Family care and support

Mental health resources

Medical, dental, and vision insurance

Free meals and refreshments

Paid vacation, sick time, holidays, +

Sabbatical and leaves

Job summary

Gusto in the United States seeks a senior, technically minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You will lead AI adoption across forecasting, scheduling, and intraday operations, reporting to Planning People Empower.

This role blends strategic design with hands-on execution: building frameworks, pipelines, and governance to elevate WFM from reactive to predictive, while ensuring scalability and compliance with Legal, Data, and

Qualifications

• Experience building or managing data pipelines that integrate multiple WFM data sources (volume, AHT, shrinkage, scheduling).
• Excellent judgment, communication, and problem-solving skills; translate data into actionable recommendations.
• Bachelor’s degree or equivalent experience required.
• Proficiency in data modeling, statistical analysis, and data visualization.
• Lead cross-functional initiatives and influence planning across teams.
• Familiarity with COPC, ICMI, and SWPP standards is a plus.
• 7+ years in capacity planning and forecasting in high-volume environments.
• Experience building dashboards and interactive reporting tools for WFM insights.
• Experience with BPOs and AI governance concepts including model monitoring and validation.
• AI fluency: ability to adopt AI tools in WFM or contact center context.

Responsibilities

• Design and scale AI-powered forecasting and capacity planning systems.
• Build frameworks, pipelines, and governance for predictive WFM.
• Develop and maintain AI-enabled WFM data pipelines across multiple sources.
• Monitor and adjust forecasts using AI-driven models and traditional methods.
• Design governance for AI-enabled WFM workflows (monitoring, validation, escalation).
• Partner with Legal, Data, and Product to ensure compliance.
• Lead cross-functional AI initiatives for WFM across the organization.
• Facilitate stakeholder meetings on forecasting and AI adoption.

Skills

AI forecasting

Capacity planning

Data pipelines

Cross-functional leadership

Data visualization

Problem solving

Communication

Forecasting accuracy

WFM in contact center

Education

Bachelor's degree or equivalent experience

Tools

SQL

BI Dashboards

PagerDuty

Job description

Gusto in the United States seeks a senior, technically minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You will lead AI adoption across forecasting, scheduling, and intraday operations, reporting to Planning People Empower.

This role blends strategic design with hands-on execution: building frameworks, pipelines, and governance to elevate WFM from reactive to predictive, while ensuring scalability and compliance with Legal, Data, and