Director, Conversational Banking
On-siteToronto, Ontario, Canada
Job Summary
Develop and execute the technology roadmap for conversational banking practice across Advice Center, Branch Technology, and Martech, driving revenue growth and client adoption. Lead the delivery team of Conversational Architects and developers to build complex, high-quality conversational AI solutions from conceptualization through ongoing support. Identify new business opportunities, cultivate stakeholder relationships, and establish KPIs to demonstrate tangible business value. Stay updated on generative AI advancements, integrate new capabilities, and foster a culture of continuous learning and innovation. Act as a trusted advisor to translate business challenges into effective AI solutions while managing resource allocation and operational efficiency.
Required Qualifications
- 10+ years of progressive experience in technology implementation, digital transformation, or customer experience roles, with a strong focus on AI/ML solutions
- 5+ years of leadership experience leading and mentoring a development and delivery team of Conversational AI developers
- Proven expertise and hands-on experience in leading the design, development, and delivery of large-scale, enterprise-level conversational AI solutions (e.g., chatbots, voicebots, virtual assistants)
- Deep knowledge of conversational AI best practices, including natural language processing (NLP), intent recognition, entity extraction, conversational flow design, LLMs, MCP, AI agents etc
- Demonstrated track record of successfully delivering large-scale AI/ML projects for enterprise clients, particularly in the customer service domain
- Ability to pivot under business pressures in a rapidly changing landscape
- Hands on experience delivering/deploying/hardening applications and/or platforms
- Thorough understanding of operations and SRE principles at scale
- Strong understanding of contact center operations, customer journey mapping, and key customer experience metrics
- Excellent business acumen with the ability to identify client needs, develop compelling value propositions to drive revenue growth
- Exceptional communication, presentation, and interpersonal skills, with the ability to engage effectively with executive-level stakeholders and technical teams
- Proven ability to influence and collaborate across diverse internal and external stakeholders
- Strategic thinker with a strong problem-solving orientation and the ability to navigate complex business challenges
Desired Qualifications
- Experience of implementing NLU/LLM solutions for multi-modal platforms
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