AI summary
This role manages the customer service channels, focusing on Chatbot and IVR enhancements, by collaborating with IT, Operations, Customer Service, and Product teams to deliver a better customer experience.
Job Description
Responsibilities
Core Reponsiblities
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IVR, Digital and Voice Conversational AI Management: Execute the long-term strategy for IVR and Chatbot systems and integrated AI solutions to enhance self-service options, personalize interactions, and drive operational efficiency.
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Project Delivery: Participate and lead Chatbot, IVR and AI projects/enhancements from ideation to deployment, including system upgrades, AI model enhancements, redesigns of existing flows, and new feature implementations.
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User Experience Optimization: Continuously analyze and optimize the AI conversations, prompts and playbooks for ease of use, efficiency, and improved customer satisfaction and containment.
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Analytics & Reporting: Monitor Chatbot, IVR and AI performance metrics, mine data for customer behaviour insights (including NLU accuracy, intent trends), and generate actionable reports for stakeholders.
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Vendor & Stakeholder Engagement: Engage with Chatbot, IVR and AI technology vendors, consultants, and internal partners to ensure service quality, platform optimization.
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Quality Assurance: Implement robust testing frameworks for both Chatbot, IVR and Conversational AI solutions to maintain optimal system performance, minimize downtime, and ensure conversational accuracy.
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Compliance: Ensure the Chatbot, IVR and AI platforms meet all regulatory, security, and accessibility standards and monthly / quarterly / annual controls.
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Team Leadership and Development: Lead, coach and give direction to direct reports.
Requirements
Let's Talk About You
Education:
- Bachelor of Management, BA, Business Degree, Computer Science
Experience:
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[3+] years of experience in Chatbot or IVR Management, development, and administration.
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[2+] years of hands-on experience with Conversational AI platforms, NLU model training, and virtual agent development (e.g., Ada, Google Dialogflow, Salesforce, Genesys, Nice, Five9, Amazon Connect).
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Data Analysis, experience finding problems and solutions with data
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Proven experience in deploying and optimizing AI solutions within a contact center environment.
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Financial services or regulated environment experience
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Team Leadership and People Management
Technical Skills:
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Strong proficiency with at least one major conversational AI platform
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Strong proficiency with at least one major IVR platform
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Expertise in NLU model building, intent/entity definition, and utterance management.
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Proficiency in data analysis tools (e.g., SQL, Excel, Tableau, Power BI).
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Familiarity with API integrations (REST/SOAP) and webhooks.
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Exceptional analytical and problem-solving abilities with a data-driven approach.
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Excellent written and verbal communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
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Strong project management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
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A strong customer-centric mindset and passion for improving user experiences.
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Ability to work independently and collaboratively within a team.
About the job
- Posted on
- Aug 27, 2026
- Job type
- Contract
- Location
- TorontoHybrid
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