Conversational AI Specialist (Remote)

BMO; Quebec; On-site; CAD 70,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident & life insurance

Retirement savings plans

Job summary

BMO is seeking a Conversational AI Specialist to drive discovery and development of AI experiences within the Virtual Connect contact centre, including Natural Language IVR. You will partner with technology, analytics, design and business leaders to deliver scalable, responsible AI solutions.

You will advise across business and tech, define requirements, and develop dashboards to monitor adoption and impact, while supporting operational programs and strategic initiatives.

Qualifications

• Proven experience in building and scaling conversational AI solutions.
• Familiarity with CCaaS platforms and AI tooling.
• Strong communication and collaboration skills with business and tech teams.

Responsibilities

• Lead product discovery and development of conversational AI experiences.
• Advise between business and technology to define requirements.
• Develop reports and dashboards to track performance and insights.
• Collaborate with stakeholders to align AI initiatives with business goals.
• Support production operations, enhancements and upgrades.

Skills

Conversational AI

CCaaS platforms

Stakeholder collaboration

Data-driven decisions

Communication skills

Education

Bachelor's degree in related field

Tools

Amazon Connect

Amazon Lex

Job description

We are seeking a Conversational AI Specialist to lead product discovery and development of Conversational AI experiences at BMO's Virtual Connect contact centre, such as Natural Language IVR. This role partners closely with technology, analytics, design, risk and business leaders to deliver scalable, responsible, enterprise-grade conversational AI experiences.

Serves as an advisor and partner between the business and technology to define & document technology requirements for BMO Virtual Connect. Provides subject matter expertise for BMO's conversational AI initiatives. Manages initiatives, supports and delivers on operational goals.

• Acts as a trusted advisor to assigned business/group.
• Assists in the development of strategic plans.
• Identifies emerging issues and trends to inform decision-making.
• Influences and negotiates to achieve business objectives.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Conducts independent analysis and assessment to resolve strategic issues.
• Ensures alignment between stakeholders.
• Builds effective relationships with internal/external stakeholders.
• Monitors and tracks performance, and addresses any issues.
• Designs and produces regular and ad-hoc reports, and dashboards.
• Provides input into the planning and implementation of operational programs.
• Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder technology needs.
• Provides advice and guidance to assigned business/group on implementation of technology solutions.
• Supports business in production support, system enhancements, product upgrades and development.
• Provides expertise to establish key business initiatives/priorities to support & sustain the strategic direction.
• Supports the IT transformation agenda and ensures business & technology needs align.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Tracks metrics and milestones, makes recommendations for resolution and escalates as appropriate when issues arise.
• Supports development and execution of strategic initiatives in collaboration with internal and external stakeholders.
• Builds effective relationships with internal/external stakeholders.
• May network with industry contacts to gather and identify competitive insights and best practices.
• Executes work to deliver timely, accurate, and efficient service.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Provides specialized consulting, analytical and technical support.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Qualifications

You will combine conversational AI expertise with understanding of contact center operations to drive value from AI for BMO Virtual Connect. Familiarity with development and scaling of Conversational AI products or CCaaS platforms such as Amazon Connect, Amazon Lex or 3rd party Conversational AI tools would be an asset.

• Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Proficiency in conversational AI gained through education and business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.
• Available Monday to Friday 9am to 5pm EST

Salary

$70,000.00 - $150,000.00

The above represents BMO Financial Group’s pay range and type. Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position. BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

Pay Type

Salaried

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world. As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset. To find out more visit us at https://jobs.bmo.com/ca/en BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.