Senior AI Builder & Analyst — AI-Driven Support Automation

Clio; Calgary; Hybrid; CAD 108,000 - 146,000; Full time

Benefits offered by this job

Health benefits

Hybrid work environment

20 days off per year

Counseling benefit ($2000 annually)

RRSP matching

Job summary

Clio is seeking a Senior AI Builder & Analyst to support our Customer Support organization across Burnaby, Calgary, or Toronto hubs. This builder role goes beyond analysis, designing and refining AI-assisted tools and workflows that the team will actually use.

You will own the technical build, from prompt design to integration with our stack, partner with leaders across Support, TechEsc, CSOps and WFM, and translate complex data into actionable recommendations for frontline leaders.

Qualifications

• 4+ years in a contact center or SaaS support environment.
• Hands-on experience building AI-assisted workflows or tools, not just using them: prompt engineering, agentic workflows, AI QA scoring, or similar.
• Strong reporting and data visualization skills using Looker, Salesforce, or advanced Excel/Sheets.
• Working knowledge of core WFM and QA metrics (SLA, AHT, shrinkage, occupancy, utilization, DSAT, repeat contact).
• Ability to translate complex, technical work into something a non-technical stakeholder can act on.
• Bias for action and comfort operating without a lot of structure in evolving scope.

Responsibilities

• Designing, building, and refining AI-assisted tools and workflows for Support, Technical Escalations, and Workforce Management.
• Owning the technical build: prompt design, workflow logic, integration with our existing stack, and ongoing tuning.
• Partnering with leaders across Support, TechEsc, CSOps and WFM to identify where a built tool beats a manual process.
• Optimizing and maintaining AI-assisted QA tooling that turns conversation and case data into signals on quality and DSAT drivers.
• Designing dashboards and reporting that make quality trends visible to frontline leaders.
• Building and automating reporting on core Support metrics (SLA, occupancy, utilization, shrinkage, repeat contact).
• Collaborating with People/TA, Finance, and Product to keep tools aligned to business growth.

Skills

AI workflows

Prompt engineering

Data visualization

Stakeholder communication

Tools

Looker

Salesforce

Excel

Job description

Clio is seeking a Senior AI Builder & Analyst to support our Customer Support organization across Burnaby, Calgary, or Toronto hubs. This builder role goes beyond analysis, designing and refining AI-assisted tools and workflows that the team will actually use.

You will own the technical build, from prompt design to integration with our stack, partner with leaders across Support, TechEsc, CSOps and WFM, and translate complex data into actionable recommendations for frontline leaders.