AI Operations Leader – Remote Contact Center

bmo; Canada; Remote; CAD 70,000 - 150,000; Full time

Job summary

BMO Financial Group is seeking a Manager - AI Operations to lead the ongoing monitoring, optimization and governance of AI-enabled capabilities within BMO's Virtual Connect contact centre. You will collaborate with product, technology, analytics and risk to ensure AI solutions operate effectively and deliver business value.

You will drive planning, support and recommendations to improve operational effectiveness, manage risk and produce insightful reports for leadership.

Qualifications

• 5–7 years of relevant experience in AI operations.
• Post-secondary degree in related field or equivalent experience.
• Verbal and written communication, collaboration, and analytical skills.
• Experience with AI initiatives for contact centres and cloud platforms such as Amazon Connect.

Responsibilities

• Lead monitoring, optimization and governance of AI-enabled capabilities in BMO Virtual Connect.
• Collaborate with product, technology, analytics and risk teams to ensure effective operation.
• Provide planning, support and recommendations to improve operational effectiveness and risk management.
• Develop reports and dashboards; communicate insights to leadership.

Skills

AI operations

Contact centre operations

Data analysis

Stakeholder communication

Education

Post-secondary degree in related field

Tools

Amazon Connect

Job description

BMO Financial Group is seeking a Manager - AI Operations to lead the ongoing monitoring, optimization and governance of AI-enabled capabilities within BMO's Virtual Connect contact centre. You will collaborate with product, technology, analytics and risk to ensure AI solutions operate effectively and deliver business value.

You will drive planning, support and recommendations to improve operational effectiveness, manage risk and produce insightful reports for leadership.