Shape AI and self-service adoption as a Digital Contact Centre Manager, using virtual agents, chatbots, and workflow automation to improve customer interactions.

This manager owns the digital transformation roadmap for automated Contact Centre journeys. Core work includes identifying use cases, analyzing contact and transcript data, and improving channel effectiveness. You will guide self-serve IVR, customer-facing workflows, and automation priorities with Workforce Management, IT, and vendor partners.

Key Responsibilities:

- Prioritize automation opportunities from volume and transcript data
- Build business cases for virtual agent use cases
- Own self-serve IVR routing and enrolment workflows
- Configure bots, skills, and routing for business needs
- Test and implement new AI and chatbot capabilities

Requirements:

- Significant virtual agent deployment experience required
- Chatbot and self-serve IVR experience required
- Strong analytical skills translating data into opportunities
- Agentic AI experience is a robust plus
- Bachelor's degree or equivalent experience preferred

Use AI, self-service design, and analytical insight to strengthen automated Contact Centre journeys and customer outcomes.

📌 AI Self Service Contact Centre Manager (Vaughan)
🏢 Wyse Meter Solutions
📍 Vaughan