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Director, Conversational AI Strategy and Innovation
Full-time
Summary
We are seeking a visionary and results-driven Director, Conversational AI Strategy and Innovation to lead our Virtual Assistant (VA) team. In this role, you will spearhead the strategy, design, and deployment of next-generation voice and chat virtual assistants. You will sit at the intersection of product innovation and core engineering, collaborating closely with backend teams and leveraging the Google Cloud Contact Center AI Platform (CCAIP).
As a key leader, you will drive the integration of cutting-edge generative AI capabilitie including Google’s CX Agent Studio and advance our Agent Assist tools to empower live agents. You are a builder at heart who loves to tinker, prototype, and push the boundaries of what's possible in conversational design. This is a high-impact position designed for a leader who can bridge the gap between complex AI architecture and exceptional, inventive customer experiences.
Key Responsibilities
Team Leadership & Strategy
Innovation & Experimentation: Drive the market launch of advanced generative AI initiatives, including the adoption of Google Cloud's CX Agent Studio. Champion a culture of rapid prototyping, encouraging your team to play with emerging technologies and iterate continuously on user experiences.
Lead the VA Team: Mentor and manage a high-performing team of conversational designers, product owners, and AI specialists.
Product Roadmap: Define and execute the end-to-end strategy for omni-channel voice and chat virtual assistants, ensuring space for proof-of-concepts (POCs) and exploratory design.
Platform & Technology Integration
Backend Collaboration: Partner closely with backend engineering teams to ensure robust API integrations, data orchestration, and system reliability.
Agent Empowerment: Standardize and expand Agent Assist capabilities, providing live agents with real-time summaries, transcripts, and next-best-action recommendations.
Governance & Stakeholder Management
Cross-Functional Alignment: Act as the primary liaison between business stakeholders, UX designers, and technical engineering squads.
Performance Optimization: Establish key performance indicators (KPIs) for VAs, such as containment rates, first-contact resolution (FCR), and customer satisfaction (CSAT), while balancing the need for creative risk-taking.
AI Governance: Ensure all conversational AI and generative AI solutions comply with data privacy, security, and ethical AI frameworks.
Critical Qualifications
7+ years of experience in technical product management, conversational AI delivery, or contact centre technology
3+ years of direct people management experience leading technical or product teams.
Hands-on Platform Experience: Proven track record working with Google Cloud CCAI/CCAIP ecosystems, Dialogflow CX, or similar enterprise-grade conversational AI platforms.
Generative AI Expertise: Familiarity with deploying LLM-based solutions, prompt engineering, or platforms like Google's CX Agent Studio. A demonstrated passion for tinkering with new models and crafting innovative, out-of-the-box user experiences.
Strong experience with executive communications and data driven storytelling (slides, board materials, executive updates etc.)
Preferred Qualifications
Strong understanding of backend infrastructure, microservices, and RESTful APIs.
Deep knowledge of contact centre telephony infrastructure (CCaaS, SIP, WebRTC).
Exceptional communication skills with the ability to translate complex AI architecture into clear business value for executives.
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Adequate knowledge of French is required for positions in Quebec.
