What You'll Do• Configure and administer conversational AI, agent assist, workflow automation, and related AI capabilities.
• Manage platform configuration, users, permissions, environments, releases, and system settings.
• Configure conversation flows, prompts, routing logic, automation workflows, and integrations based on approved business requirements.
• Coordinate deployments, testing, validation, and production releases.
• Maintain integrations with CRM, contact center, authentication, and knowledge management systems.
• Partner with Technology to troubleshoot APIs, integrations, and platform issues.
• Implement updates to knowledge references and AI workflows.
• Maintain configuration documentation and change history.
• Support platform governance, security, privacy, and compliance requirements.
• Work with the AI Performance & Operations Analyst to implement optimization opportunities.
What You'll Need• Experience administering conversational AI, contact center, CRM, or workflow automation platforms.
• Experience configuring enterprise software platforms in production environments.
• Experience with APIs, integrations, or workflow automation.
• Strong analytical, troubleshooting, and communication skills.
And it's nice to have• Experience with Kore.ai, Cognigy, Microsoft Copilot Studio, Genesys, NICE CXone, Amazon Lex, Google Dialogflow, Five9, Zendesk, or Salesforce.
• Experience supporting AI implementations in Customer Support.
• Familiarity with REST APIs, JSON, Agile delivery, and Knowledge-Centered Service (KCS).
Compensation for this role will be determined based on a variety of factors, including relevant experience, qualifications, skills, geographic location, and market considerations. The anticipated compensation range for this position is -
90,000 - 100,000 CAD- annually. In addition to base compensation, eligible employees may be offered other forms of compensation, such as bonuses, commissions, equity, or other incentive programs, where applicable. Compensation and benefits may vary by location and are subject to applicable legal, business, and market requirements.
WHAT'S IN IT FOR YOU:
- Purpose led company with a Values focused culture - Best Life, One Team, Growth Mindset
- Time Off - with our open PTO policy, we offer flexibility in how and when you take PTO!
- Days of Disconnect - once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
- Parental & Pawternity Leave - we offer leave for when your family grows by two feet or four paws!
- Best Life Perk - we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
- Medical/Dental/Vision coverage
- EAP - we get you help when you need it. Period.
- Premium Calm App - enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
- And more! - so many benefits we couldn't even fit them all here!
#LI-REMOTE
