The WorkThis role delivers a seamless, user-friendly, and intelligent customer experience while aligning with organizational goals. You will work cross-functionally with IT, Operations, Customer Service, and Product teams to drive strategic enhancements, work with key vendors, and execute high-impact projects that transform our Chatbot and IVR Channels.
Core Reponsiblities- 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.
- 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.
- User Experience Optimization:Continuously analyze and optimize the AI conversations, prompts and playbooks for ease of use, efficiency, and improved customer satisfaction and containment.
- 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.
- Vendor & Stakeholder Engagement:Engage with Chatbot, IVR and AI technology vendors, consultants, and internal partners to ensure service quality, platform optimization.
- 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.
- Compliance:Ensure the Chatbot, IVR and AI platforms meet all regulatory, security, and accessibility standards and monthly / quarterly / annual controls.
- Team Leadership and Development:Lead, coach and give direction to direct reports.
Let's Talk About YouEducation:- Bachelor of Management, BA, Business Degree, Computer Science
Experience: - [3+] years of experience in Chatbot or IVR Management, development, and administration.
- [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).
- Data Analysis, experience finding problems and solutions with data
- Proven experience in deploying and optimizing AI solutions within a contact center environment.
- Financial services or regulated environment experience
- Team Leadership and People Management
Technical Skills: - Strong proficiency with at least one major conversational AI platform
- Strong proficiency with at least one major IVR platform
- Expertise in NLU model building, intent/entity definition, and utterance management.
- Proficiency in data analysis tools (e.g., SQL, Excel, Tableau, Power BI).
- Familiarity with API integrations (REST/SOAP) and webhooks.
Soft Skills: - Exceptional analytical and problem-solving abilities with a data-driven approach.
- Excellent written and verbal communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
- Strong project management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
- A strong customer-centric mindset and passion for improving user experiences.
- Ability to work independently and collaboratively within a team.
What we offer [For full-time permanent roles]Competitive discretionary bonus
Market leading RRSP match program
đź©ş Medical, dental, vision, life, and disability benefits
đź“ť Employee Share Purchase Plan
Maternity/Parental top-up while you care for your little one
Generous vacation policy and personal days
Virtual events to connect with your fellow colleagues
Professional development and comprehensive Career Development program
A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
The incumbent will be working hybrid and in office time will be spent working from EQ Bank's additional office space located at
2200-25 Ontario Street, Toronto, ON.
