Program/Project Manager

Location:
Toronto

Contract duration:
ASAP - 10/31/2026

Typical Day in Role

• Assess new automation use cases and recommend the appropriate pattern (deterministic, generative, hybrid).
• Partner with Conversation Design and Digital teams to ensure high-quality conversational experiences.
• Lead sustainment processes: content lifecycle, prompt/retrieval management, monitoring, defect triage, and continuous improvement.
• Work with Data Ethics, Risk, and Compliance to embed responsible AI controls and governance.
• Coordinate cross-functional communications, training, readiness, and change management.
• Define analytics requirements and partner with analytics teams to support measurement and tuning.
• Enable delivery teams and vendors across platforms such as Genesys Cloud, Vertex AI, Azure, Copilot Studio, and OpenAI.
• Manage roadmap execution, prioritization, release planning, and hypercare.

Must have skills:

1. 8–12+ years in digital enablement, contact center modernization, automation, or product/delivery leadership (financial services preferred).
2. Experience with establishing operating models and sustainment practices for customer-facing platforms (voice and/or chat).
3. Experience across business and technical stakeholders, influencing senior partners and collaborating with engineering, data science, and platform teams.
4. Experience with conversational AI concepts (intents/entities, dialog patterns, containment, escalation, journey design) and GenAI fundamentals (RAG, evaluation, guardrails).
5. Hands-on exposure to Genesys Cloud, Google Conversational Agents/Dialogflow, Vertex AI, Microsoft Azure, Copilot Studio, or OpenAI.

Nice‑To‑Have Skills

1. Strong program/delivery ownership: planning, risk management, vendor coordination, release readiness, and post-launch operations.
2. Experience partnering with Knowledge Management to operationalize content governance and improve answer quality.
3. Familiarity with knowledge graphs/ontology concepts and evaluation/sustainment techniques (autoeval, conversation reviews, regression suites).

Soft Skills Required

• Strong operator mindset: disciplined sustainment, clear cadences, measurable outcomes.
• Excellent written and verbal communication; able to produce playbooks, governance docs, and executive-ready updates.
• Strong judgment and pragmatism in selecting deterministic vs generative vs hybrid approaches.
• Cross-functional leadership without formal authority; able to drive alignment in complex organizations.
• Comfort with ambiguity and ability to translate broad goals into executable plans.

Education & Certificates

• MBA or Master's degree in Computer Science, Software/Systems Engineering, Data/Analytics, Information Science, Human Factors/HCI, Cognitive Science, or related field

• Equivalent experience may be considered