Senior AI Builder & Analyst for Support Ops

Clio; Burnaby; Hybrid; CAD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid model

RRSP matching

Parental leave

Wellness programs

Volunteer time off

Counseling benefit

Job summary

Clio in Canada is seeking a Senior AI Builder & Analyst to design, build, and refine AI-assisted tools and workflows for the Customer Support organization, including Core Support, Technical Escalations, and Workforce Management.

This role owns the technical build—from prompt design and workflow logic to integration with the existing stack—and partners with leaders across Support, CS Ops, and WFM to identify where automation delivers measurable gains and to ship tools the team can run.

Qualifications

• 4+ years in a contact center or SaaS support environment.
• Hands-on experience building AI-assisted workflows or tools, not just using them.
• Ability to translate complex technical work for non-technical stakeholders.
• Strong reporting and data visualization skills (Looker, Salesforce, or advanced Excel/Sheets); comfort with SQL or willingness to learn quickly.
• Experience with Talkdesk, Service Cloud, or a comparable contact center platform.

Responsibilities

• Design, build, and refine AI-assisted tools and workflows for Support, Technical Escalations, and Workforce Management.
• Own the technical build: prompt design, workflow logic, and integration with existing stack.
• Collaborate with leaders across Support, TechEsc, CSOps and WFM to identify where built tools outperform manual processes.
• Maintain AI-assisted QA tooling and turn data into quality signals and DSAT drivers.
• Create dashboards and reporting to reveal quality trends to frontline leaders.

Skills

AI workflow development

Prompt design

Data visualization

SQL

Talkdesk/Service Cloud

Tools

Looker

Salesforce

Excel/Sheets

Job description

Clio in Canada is seeking a Senior AI Builder & Analyst to design, build, and refine AI-assisted tools and workflows for the Customer Support organization, including Core Support, Technical Escalations, and Workforce Management.

This role owns the technical build—from prompt design and workflow logic to integration with the existing stack—and partners with leaders across Support, CS Ops, and WFM to identify where automation delivers measurable gains and to ship tools the team can run.