Job Title:
Manager, Digital Contact Centre
Reports to:
Director, Customer Service
POSITION SUMMARY
The Manager, Digital Contact Centre leads the design, integration, and ongoing optimization of virtual agents, chatbots, self-serve IVR, and automation across the Contact Centre. The role owns the digital transformation roadmap for customer interactions - reducing live-agent effort through automation while protecting SLA and quality outcomes - and is a key driver of AI and self-service adoption within the Contact Centre. The role partners closely with Workforce Management, IT, and vendor partners to design, test, deploy, and continuously improve automated customer journeys, and provides performance and improvement insights on digital channel and automation effectiveness.
KEY RESPONSIBILITIES
Run the Channel (Business as Usual)
- Create, own, and manage digital performance KPI metrics and dashboards, tracking automation containment, deflection, and customer experience outcomes across virtual agent and self-serve channels.
- Monitor and report on the performance of automated channels and virtual agents (containment, deflection, CSAT, escalation rates) and drive continuous improvement.
- Maintain and evolve all Contact Centre automated and manual communication templates, including triggered messages, auto-replies, and response templates across systems.
- Partner with the Workforce Management function to ensure automation and channel changes are reflected in forecasting and scheduling assumptions.
- Support Contact Centre performance, analysis, and productivity reporting, including Forecasting and Workforce Management (WFM) functions, as required.
Grow the Channel
- Identify and prioritize automation opportunities using Contact Centre volume, transcript, and contact-driver data, and build the business case for new virtual agent and self-serve use cases.
- Take initiative to bring ideas to management regarding potential improvements to Contact Centre processes, technologies, and systems.
- Own and evolve the digital transformation roadmap, setting priorities for new self-serve and automation use cases.
- Drive channel shift by growing digital and self-serve adoption and reducing live-agent contact volume.
Design & Build
- Lead the end-to-end integration of virtual agents, chatbots, and automation into the Contact Centre, from use-case identification and workflow design through build, testing, deployment, and iteration.
- Own the design and management of self-serve IVR and customer-facing automated workflows, including self-serve options, routing logic, and the customer enrolment process.
- Act as the Contact Centre’s lead on automation and virtual agent platforms, configuring and maintaining bots, skills, and routing to support business needs.
- Support the ongoing technological transformation of the Contact Centre, including feature testing and implementation of new automation, chat, chatbot, and AI capabilities.
- Other duties relevant will be assigned as required.
REQUIRED EDUCATION & QUALIFICATIONS
- Significant hands-on experience designing, configuring, and deploying virtual agents is required; experience with chatbots and self-serve IVR is also required. Experience with agentic AI is a strong plus.
- Bachelor's degree in a related field, or equivalent experience, preferred.
- Proven experience within Contact Centre operations is required.
- Working understanding of NICE CXOne is an advantage.
- Proficiency with digital chat, workflow automation, and virtual agent / bot-building tools.
- Familiarity with Contact Centre systems (ACD, WFM) is an asset.
- Strong analytical skills, with the ability to translate contact and transcript data into automation opportunities.
- Intermediate to advanced proficiency with MS Excel is required; experience with MS Power BI or similar BI tools is a strong asset.
- Effective verbal and written communication skills.
- Self-motivated with the ability to learn quickly and collaborate effectively in a team environment.
- Able to adapt quickly in a fast-paced environment.
OTHER COMPETENCIES
- Driving for results – highly motivated and works well under pressure; able to adapt to a complex and vastly changing environment.
- Active learning - seeking and leveraging opportunities to gain new skills, knowledge, and experiences; quickly assimilating and applying new information and skills to enhance results.
- Interpersonal skills – can create and maintain key partnerships between internal departments and external clients at all levels.
DIRECT REPORTS
WORKING CONDITIONS
- Manual dexterity required to use desktop computer and peripherals.
- Overtime as required.
