Lead, IVR & Chatbot Customer Experience

Equitable Bank; United States; Hybrid; USD 64,000 - 92,000; Full time

Benefits offered by this job

Competitive bonus

RRSP match

Medical & dental coverage

Vision & life insurance

Employee share purchase plan

Maternity/Parental top-up

Generous vacation

Career development program

Job summary

EQ Bank is seeking a seasoned leader to manage Chatbot, IVR and AI initiatives within a Canadian fintech environment. You will drive cross-functional collaboration with IT, Operations, Customer Service and Product teams to deliver high-impact AI enhancements that improve self-service and customer satisfaction.

You will mentor a team, oversee project delivery from ideation through deployment, and ensure compliance with regulatory standards while maintaining a focus on user experience and

Qualifications

• 3+ years in Chatbot or IVR management, development, and administration.
• 2+ years hands-on with Conversational AI platforms, NLU model training, and virtual agent development.
• Data analysis experience identifying problems and solutions.
• Proven experience deploying and optimizing AI in contact centers.
• Financial services or regulated environment experience.
• Team leadership and people management.

Responsibilities

• IVR, Digital and Voice Conversational AI management; long-term strategy for IVR and Chatbot systems to enhance self-service and efficiency.
• Project delivery; lead Chatbot, IVR and AI projects from ideation to deployment.
• User experience optimization; improve AI conversations, prompts and playbooks.
• Analytics & reporting; monitor performance metrics and derive insights for stakeholders.
• Vendor & stakeholder engagement; coordinate with vendors and internal partners.
• Quality assurance; robust testing for Chatbot and AI solutions to ensure accuracy and uptime.
• Compliance: ensure regulatory, security, and accessibility standards and controls.

Skills

Chatbot management

IVR management

Conversational AI

Data analysis

FinTech domain

Team leadership

Education

Bachelor's degree in a relevant field

Tools

Ada

Dialogflow

Genesys

Five9

Salesforce

Nice

Amazon Connect

Job description

EQ Bank is seeking a seasoned leader to manage Chatbot, IVR and AI initiatives within a Canadian fintech environment. You will drive cross-functional collaboration with IT, Operations, Customer Service and Product teams to deliver high-impact AI enhancements that improve self-service and customer satisfaction.

You will mentor a team, oversee project delivery from ideation through deployment, and ensure compliance with regulatory standards while maintaining a focus on user experience and