Head of Digital Contact Center & AI Automation

Wyse Meter Solutions Inc.; Vaughan; On-site; CAD 90,000 - 120,000; Full time

Job summary

Wyse Meter Solutions Inc. is seeking a Manager, Digital Contact Centre to lead design, integration, and optimization of virtual agents, chatbots, and self-serve IVR across the contact centre. You will own the digital transformation roadmap to reduce live-agent effort while protecting SLA and quality outcomes.

You will partner with Workforce Management, IT, and vendors to deploy automation, analyze performance, and improve automated customer journeys. Strong analytics and BI skills are essential.

Qualifications

• Significant hands-on experience designing, configuring, and deploying virtual agents.
• Bachelor's degree in a related field, or equivalent experience, preferred.
• Proven experience within Contact Centre operations.
• Working understanding of NICE CXOne is an advantage.
• Proficiency with digital chat, workflow automation, and virtual agent/bot-building tools.
• Familiarity with Contact Centre systems (ACD, WFM) is an asset.

Responsibilities

• Create, own, and manage digital performance KPI metrics and dashboards across virtual agents and self-serve channels.
• Monitor and report on automated channel performance and drive continuous improvement.
• Maintain and evolve all contact centre automated and manual communication templates.
• Partner with Workforce Management to reflect automation and channel changes in forecasting and scheduling.
• Support Contact Centre performance, analysis, and productivity reporting.

Skills

Virtual agents design

Chatbots

Automation

NICE CXOne

MS Excel

MS Power BI

BI tools

Education

Bachelor's degree or equivalent

Tools

Self-serve IVR

Job description

Wyse Meter Solutions Inc. is seeking a Manager, Digital Contact Centre to lead design, integration, and optimization of virtual agents, chatbots, and self-serve IVR across the contact centre. You will own the digital transformation roadmap to reduce live-agent effort while protecting SLA and quality outcomes.

You will partner with Workforce Management, IT, and vendors to deploy automation, analyze performance, and improve automated customer journeys. Strong analytics and BI skills are essential.