Our client in the financial services sector is seeking a contract-based AI Enablement & Hypercare Specialist to support enterprise AI adoption by providing front-line user enablement, hypercare, and coordination for Microsoft 365 Copilot and related AI capabilities.

Duration: 3 months to start (strong possibility of extension to 6 months) with option to convert to fulltime/perm.

Location: Hybrid – Toronto, ON (2–3 days onsite)

Responsibilities

- Monitor AI enablement support channels including shared inboxes, Microsoft Teams channels, and collaboration platforms.
- Respond to user inquiries and clarify business and technical requirements.
- Categorize requests involving adoption guidance, licensing, access, Copilot Studio, Agent Builder, technical issues, training requests, and AI use-case ideas.
- Provide first-level AI enablement support, user coaching, and basic troubleshooting.
- Escalate requests to the appropriate technical, platform, security, or engineering teams when required.
- Coordinate request tracking, follow-up activities, and user communications.
- Support AI office hours, Ask-Me-Anything (AMA) sessions, workshops, labs, demonstrations, and training events.
- Capture recurring user questions, common issues, adoption barriers, and improvement opportunities.
- Maintain knowledge articles, FAQs,



support documentation, and issue tracking logs.
- Work closely with AI enablement and technical specialists to improve user experience and adoption outcomes.
- Assist with continuous improvement initiatives that strengthen AI support processes and user engagement.

Qualifications

- 4–7 years of experience in Microsoft 365 support, user enablement, digital workplace, adoption, or business technology support.
- Experience supporting Microsoft 365 Copilot or other AI-enabled productivity technologies is highly preferred.
- Strong customer service, communication, and stakeholder management skills.
- Experience providing user coaching, technology enablement, or application support.
- Ability to triage requests, prioritize work, and coordinate across multiple teams.
- Experience supporting workshops, office hours, labs, or user training sessions.
- Robust organizational skills with excellent follow-up and documentation discipline.
- Experience maintaining knowledge articles, FAQs, or support documentation.
- Familiarity with Microsoft Teams, SharePoint Online, Outlook, OneDrive, and Microsoft 365 collaboration tools.
- Experience working within Agile or enterprise environments is considered an asset.

📌 AI Hypercare Specialist (Copilot) (Toronto)
🏢 Resonaite
📍 Toronto