Conversational AI Specialist

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

📋 Description

• Lead the product discovery and development of Conversational AI experiences at BMO's Virtual Connect contact center, including Natural Language IVR.

• Collaborate with technology, analytics, design, risk, and business leaders to deliver scalable, responsible, and enterprise-grade conversational AI experiences.

• Act as an advisor and intermediary between business and technology to define and document technology requirements for BMO Virtual Connect.

• Provide subject matter expertise for BMO's conversational AI initiatives.

• Manage initiatives and assist in achieving operational objectives.

• Serve as a trusted advisor to the assigned business/group.

• Help in formulating strategic plans.

• Identify emerging issues and trends to aid in decision-making.

• Influence and negotiate to meet business objectives.

• Recommend and implement solutions based on analysis of issues and their business implications.

• Support strategic initiatives with both internal and external stakeholders.

• Determine business priorities and sequence the execution of business/group strategy.

• Conduct independent analysis and assessments to resolve strategic challenges.

• Ensure stakeholder alignment and foster effective relationships.

• Monitor and track performance while addressing issues as they arise.

• Design and generate regular and ad-hoc reports and dashboards.

• Contribute to operational program planning and implementation.

• Provide guidance on the implementation of technology solutions.

• Support production operations, system enhancements, product upgrades, and development.

• Align business and technology needs with the IT transformation agenda.

• Analyze data and information to offer insights and recommendations.

• Track metrics and milestones, recommend solutions, and escalate issues when necessary.

• Network with industry contacts to gather competitive insights and best practices.

• Deliver timely, accurate, and efficient service.

• Offer specialized consulting, analytical, and technical support.

• Identify, diagnose, and resolve problems within established guidelines.

• Apply BMO's Risk Management Framework, Risk Culture, and approved Risk Appetite while safeguarding assets and ensuring compliance with policies, laws, and regulations.

⛳️ Requirements

• Typically 5 - 7 years of relevant experience.

• Post-secondary degree in a related field or an equivalent combination of education and experience.

• Proficient in conversational AI through education and business experience.

• Expertise in conversational AI and an understanding of contact center operations.

• Familiarity with the development and scaling of Conversational AI products or CCaaS platforms such as Amazon Connect, Amazon Lex, or third-party Conversational AI tools is an asset.

• Strong verbal and written communication skills.

• Excellent collaboration and team skills.

• Strong analytical and problem-solving abilities.

• Proficient influence skills.

• Strong data-driven decision-making skills.

• Available Monday to Friday, 9 am to 5 pm EST.

🏝️ Benefits

• Performance-based incentives.

• Discretionary bonuses.

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Tools and resources to achieve new milestones.

• Accommodations available upon request during the selection process.