Workforce Management Solutions Architect - Techo-Functional

Position Summary

CVS Health is seeking a seasoned Workforce Management (WFM) Techno‑Functional Expert to lead the design and delivery of enterprise‑grade scheduling and labor forecasting capabilities. This role owns the end‑to‑end functional lifecycle across demand forecasting, staffing plans, and schedule generation, partnering closely with business stakeholders, product, engineering, and vendors.

• Lead discovery workshops with business stakeholders to understand demand drivers, arrival patterns/seasonality, labor standards, staffing strategies, and scheduling pain points; translate findings into actionable requirements and priorities.
• Drive fit‑gap analysis across vendor/product options and current‑state tools; recommend the “right” functional approach (process + platform configuration) with clear tradeoffs and decision rationale.
• Design forecasting workflows and operating model (inputs, assumptions, scenarios, overrides, governance) to produce reliable demand and staffing plans.
• Define scheduling design patterns: shift templates, rules, segment windows, trial schedule sets, and schedule optimization constraints; ensure designs support business realities and compliance.
• Establish solution guardrails for accuracy, auditability, and transparency (e.g., how totals are validated, how exceptions/anomalies are handled, how “what‑if” analysis is performed).
• Partner with engineering/technology leads to convert functional designs into configuration and build plans (configuration, custom extensions, reporting, automation, integrations).
• Own functional delivery, including configuring and customizing vendor applications to meet business needs.
• Drive end‑to‑end lifecycle execution for enhancements, defects, and releases; ensure documentation and artifacts are maintained in standard tracking tools and processes.
• Define reporting and analytics needs across forecasting accuracy, staffing vs. plan, schedule adherence/coverage, and operational outcomes; partner on dashboards and operational reporting.
• Serve as the functional point leader across HR, operations, and technology teams, driving alignment, decisions, and adoption.
• Support training strategy and enablement materials for business users (planners, schedulers, managers), ensuring new processes and tools are understood and adopted.
• Encourage product innovation and alternative ways of approaching business; engage with the WFM community on latest advancements.
• Ensure timely delivery of enhancements, project requests and defects with optimal and scalable solutions.
• Account for the health of the product and act as a thought partner to model creative problem‑solving that impacts business decisions.
• Provide strategic direction and guidance to product and shared services teams, mentoring and developing team members.

• 7+ years delivering Workforce Management solutions with deep expertise in forecasting, staffing, and scheduling.
• 7+ years’ experience with WFM scheduling constructs (rules, templates, shifts, optimization constraints) and forecasting concepts (demand modeling inputs, scenarios, overrides).
• 6+ years’ experience configuring, customizing, and debugging WFM solutions.
• 5+ years’ experience with large enterprise WFM platforms such as Infor WFM/Workbrain, UKG, Legion, or similar tools.
• 3+ years’ partnering with SaaS vendors to deliver business outcomes.
• 3+ years working in Agile environments with experience in change management and vendor negotiation.
• 3+ years demonstrating excellent communication and stakeholder leadership skills with the ability to drive decisions, manage competing priorities, and drive execution.
• 2+ years’ experience demonstrating analytical problem‑solving and decision‑making skills with a track record of delivering scalable solutions.
• 2+ years demonstrating a growth mindset while developing self and others.

• Experience integrating WFM platforms with HR systems (e.g., Workday) and downstream consumers of schedule and time data.
• Experience with emerging technologies such as AI in WFM, automation, and digital employee experience platforms.
• Reporting/analytics exposure (e.g., dashboards, operational…