Enterprise IVR & Conversational AI Lead

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

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Job summary

BMO seeks a Conversational AI Specialist to lead discovery and development of AI experiences for the Virtual Connect contact centre, including Natural Language IVR. The role partners with technology, analytics, design, risk and business leaders to deliver enterprise-grade solutions.

Ideal candidates have 5–7 years in the field, a post-secondary degree, and strong communication, collaboration and data-driven decision-making skills.

Qualifications

• Combination of conversational AI expertise and contact centre operations understanding.
• Experience in developing and scaling Conversational AI products or CCaaS platforms is a plus.
• Typically 5–7 years of relevant experience with a post-secondary degree.
• Strong verbal and written communication skills.
• Excellent collaboration and teamwork capabilities.
• Solid analytical and problem-solving skills.
• Strong influence and negotiation abilities.
• Data-driven decision making is essential.

Responsibilities

• Lead discovery and development of Conversational AI experiences for BMO Virtual Connect.
• Partner with technology, analytics, design, risk and business leaders to deliver scalable solutions.
• Provide subject matter expertise and define technology requirements for initiatives.
• Manage initiatives, monitor performance, and provide regular reports and dashboards.
• Advise business groups on implementation of technology solutions and production support.

Skills

Conversational AI

Contact center operations

Verbal & written communication

Collaboration & teamwork

Analytical thinking

Influence & negotiation

Data-driven decision making

Education

Post-secondary degree in related field

Tools

Amazon Connect

Amazon Lex

3rd party conversational AI tools

Job description

BMO seeks a Conversational AI Specialist to lead discovery and development of AI experiences for the Virtual Connect contact centre, including Natural Language IVR. The role partners with technology, analytics, design, risk and business leaders to deliver enterprise-grade solutions.

Ideal candidates have 5–7 years in the field, a post-secondary degree, and strong communication, collaboration and data-driven decision-making skills.