AI Platform Administrator

This is a fully remote position, open to applicants in Canada.

📋 Description

• Set up and manage conversational AI, agent assistance, workflow automation, and associated AI functionalities.

• Oversee platform configuration, user management, permissions, environments, releases, and system settings.

• Develop conversation flows, prompts, routing logic, automation workflows, and integrations in line with approved business specifications.

• Coordinate deployments, testing, validation, and production rollouts.

• Sustain integrations with CRM, contact centers, authentication systems, and knowledge management platforms.

• Collaborate with Technology to resolve issues related to APIs, integrations, and platform functionalities.

• Execute updates to knowledge references and AI workflows.

• Keep configuration documentation and change history up to date.

• Ensure compliance with platform governance, security, privacy, and regulatory requirements.

• Work alongside the AI Performance & Operations Analyst to implement optimization initiatives.

⛳️ Requirements

• Proven experience in administering conversational AI, contact center, CRM, or workflow automation platforms.

• Demonstrated experience in configuring enterprise software platforms within production settings.

• Familiarity with APIs, integrations, or workflow automation.

• Excellent analytical, troubleshooting, and communication abilities.

• Experience with Kore.ai, Cognigy, Microsoft Copilot Studio, Genesys, NICE CXone, Amazon Lex, Google Dialogflow, Five9, Zendesk, or Salesforce is a plus.

• Background in supporting AI implementations within Customer Support is advantageous.

• Knowledge of REST APIs, JSON, Agile methodologies, and Knowledge-Centered Service (KCS) is beneficial.

🏝️ Benefits

• Open PTO policy.

• Days of Disconnect: one collective day off each quarter.

• Parental & Pawternity Leave.

• Quarterly fitness reimbursement.

• Medical/Dental/Vision coverage.

• Employee Assistance Program (EAP).

• Calm App subscription for the employee and up to 4 dependents over age 16.

• Continuous employee training.

• Opportunities for professional development.

• Bonuses, commissions, equity, or other incentive programs may be available where applicable.