Manager, Contact Center AI

If youre looking for a meaningful career, youll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Websters values, these set us apart as a bank and as an employer.

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

Responsibilities:

• Analyzation of contact center data to identify opportunities to grow self-service in the IVA and chatbot to improve functionality

• Collaborate with cross-functional teams to generate content to be used as training material for virtual agents. Based on this understanding, design AI-driven solutions tailored to improve customer experiences within the contact center environment

• Utilize data analytics and machine learning techniques to analyze customer interactions, identify trends, and drive actionable insights.

• Design and implement AI-driven automation processes by working directly within our virtual agent interface to maintain and grow its capabilities.

• Monitor and evaluate the performance of AI solutions, track key metrics and KPIs, and make data-driven recommendations for optimization and enhancement.

• Regular testing and validation of our virtual agents responses to unscripted requests.

• Write high-quality answers for specific questions regarding internal services.

• Research and fact-check AI responses. Be responsible for reviewing virtual agent interactions and providing coaching corrections

Skills and Qualifications:

• Candidates with advanced degrees (Associates, Bachelors, and/or Masters) preferred, yet a High School diploma or GED is required. Candidates with some combination of coursework and experience, or else extensive related professional experience, are eligible for consideration

• 3-5 year of experience in related role

• Experience in the Fintech industry

• Serves as a subject matter expert in field(s), staying current in requisite skills and sharing new knowledge and practices with team members

• Self-motivated, inquisitive, and resourceful, focused on continuous improvement.

• Team player with a positive attitude and contributes to an energetic and motivated team environment with a strong sense of urgency and work ethic.

• Ability to collaborate and execute in a fast-paced, high demand, dynamic environment while balancing multiple initiatives, priorities, and projects.

• Excellent project and change-management skills; highly organized and detail-oriented.

• Experience in AI development and implementation in a contact center

• Experience with recent LLM chat bot services such as ChatGPT, Google Bard/Gemini, Claude, etc.

• Basic level IVA and chatbot programming to support answer tuning and implementation of simple use cases.

• Excellent Problem-Solving and Critical Thinking skills. Ability to analyze complex problems, think creatively, and develop innovative AI solutions to address business challenges.

• Working knowledge of Five9, Salesforce, AWS, Microsoft and other emerging technologies

• Preferred Hybrid - in Southington, CT or Jericho, NY.

The estimated salary range for this position is $90,000.00 to $100.000.00 USD annually. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.