Lead virtual agents, chatbots, and self-serve IVR as Manager, Digital Contact Centre, optimizing automation and customer experience outcomes.

This manager leads digital transformation across Contact Centre customer interactions. The work spans automation, workflow design, performance analysis, and channel adoption. You will partner with Workforce Management, IT, and vendor partners to improve automated customer journeys while protecting SLA and quality outcomes.

Key Responsibilities:

- Own digital performance KPIs and dashboards across self-serve channels
- Monitor containment, deflection, CSAT, and escalation rates
- Lead virtual agent and chatbot integration from design through deployment
- Maintain automated communication templates across systems




- Drive digital adoption and reduce live-agent contact volume

Requirements:

- Hands-on virtual agent design, configuration, and deployment experience
- Experience with chatbots and self-serve IVR required
- Contact Centre operations experience required
- Proficiency with digital chat and workflow automation tools
- Intermediate to advanced MS Excel proficiency required

Apply digital automation, analytics, and Contact Centre expertise to advance virtual agent and self-service performance.

📌 Digital Contact Centre Automation Manager (Vaughan)
🏢 Wyse Meter Solutions
📍 Vaughan