[Hiring] Conversational AI Specialist @BMO

Role Description

We are seeking a Conversational AI Specialist to lead product discovery and development of Conversational AI experiences at BMO's Virtual Connect contact centre, such as Natural Language IVR. This role partners closely with technology, analytics, design, risk and business leaders to deliver scalable, responsible, enterprise-grade conversational AI experiences.

• Serves as an advisor and partner between the business and technology to define & document technology requirements for BMO Virtual Connect.
• Provides subject matter expertise for BMO's conversational AI initiatives.
• Manages initiatives, supports and delivers on operational goals.
• Acts as a trusted advisor to assigned business/group.
• Assists in the development of strategic plans.
• Identifies emerging issues and trends to inform decision-making.
• Influences and negotiates to achieve business objectives.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Conducts independent analysis and assessment to resolve strategic issues.
• Ensures alignment between stakeholders.
• Builds effective relationships with internal/external stakeholders.
• Monitors and tracks performance, and addresses any issues.
• Designs and produces regular and ad-hoc reports, and dashboards.
• Provides input into the planning and implementation of operational programs.
• Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder technology needs.
• Provides advice and guidance to assigned business/group on implementation of technology solutions.
• Supports business in production support, system enhancements, product upgrades and development.
• Provides expertise to establish key business initiatives/priorities to support & sustain the strategic direction.
• Supports the IT transformation agenda and ensures business & technology needs align.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Tracks metrics and milestones, makes recommendations for resolution and escalates as appropriate when issues arise.
• May network with industry contacts to gather and identify competitive insights and best practices.
• Executes work to deliver timely, accurate, and efficient service.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Provides specialized consulting, analytical and technical support.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role.

Qualifications

• You will combine conversational AI expertise with understanding of contact center operations to drive value from AI for BMO Virtual Connect.
• Familiarity with development and scaling of Conversational AI products or CCaaS platforms such as Amazon Connect, Amazon Lex or 3rd party Conversational AI tools would be an asset.
• Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Proficiency in conversational AI gained through education and business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.
• Available Monday to Friday 9am to 5pm EST.

Requirements

• Salary: $70,000.00 - $150,000.00
• Pay Type: Salaried
• The above represents BMO Financial Group’s pay range and type.
• Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure.
• Salaries for part-time roles will be pro-rated based on number of hours regularly worked.
• For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

Benefits

• BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards.
• BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.
• To view more details of our benefits, please visit: BMO Total Rewards