AddressLOCATION: 160 Kendal Avenue
STATUS: Full Time Support
EFFECTIVE DATE: Immediately
Land Acknowledgement
George Brown College is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other.
George Brown College is committed to creating and sustaining an equitable and inclusive learning and working environment. We encourage and actively seek applications from Indigenous, Black, racialized people, visible minorities, 2SLGBTQIA+ persons, all genders, and persons with disabilities.
At George Brown College, we have established a reputation for equipping our students with the skills, industry experience and credentials to pursue the careers of their choice. As employees, we are committed to creating an enriching learning community for our students, delivering excellence in what we do, holding ourselves accountable for our work and demonstrating diversity and respect for one another.
What responsibilities will you have in this role?
- Serves as a subject matter expert for the chatbot technology, live chat application and associated services that may integrate with the chatbot.
- Creates requests for change in association to the chatbot platform as necessary.
- Reviews the efficiency and effectiveness of the chatbot platform and applications continuously.
- Maintains a current knowledge of chatbot and live chat product offerings and other supporting technologies.
- Follows best practices and development guidelines and standards to protect platform performance and prevent Incidents.
- Participates in projects and support issues associated with applications, liaising with appropriate IT departments as well as associated vendors.
- Maintains a current knowledge of chatbot and live chat product offerings and other supporting technologies.
- Creates user experience surveys to obtain feedback data under the direction of Manager.
- Performs detailed analysis and synthesis of Chabot data using excel and other software systems (e.g., power BI) to inform student characteristics, program effectiveness and program evolution and share with key stakeholders.
- Supports the Student Service Integration Manager to document, communicate and continually improve the processes and policies that describe the use and administration of the chatbot platform and applications.
- Provides appropriate IT associates with technical training, support, and secondary documentation for chatbot and live chat applications.
- Documents and shares best practices for AI-based ITSM/HR/CSM automation.
- Oversees the administration and ongoing maintenance of all aspects related to the chatbot technology framework, including conversation design, administration of the natural language processor, reporting and continuous fine-tuning in keeping in line with the college's vision and strategic direction.
- Designs, implements, and maintains chatbot conversations using the technology framework provided.
- Provides feedback to project teams to continually improve and expand product capabilities, features, and interoperability in consideration of student needs and requirements.
- Other related duties as assigned.
- Three-year diploma/degree or equivalent from a recognized post-secondary institution in Computer Science or Information Systems/Technology is required.
- Required: courses in Chatbot technology (LiveAgent, Lex, Dialogflow, Nuance), Livechat applications, Javascript, HTML, ITIL methodology. Professional Agile Scrum certification preferred.
- Minimum of three years' business process and/or project experience using tools such as Visio, MS Project, and any relational database system. Experience with conversational design to meet brand and voice standards. Business analysis experience gathering, documenting, and communicating stakeholder requirements to effectively recommend and evaluate solutions and provide quality assurance.
- Experience with service user experience surveys or other forms of user experience data collection and reporting.
- Excellent knowledge of customer service methodologies and best practices for delivering and meeting key service metrics.
- Keen understanding of business processes and how they relate to customer experience technology.
- Able to develop training materials and provide training to unfamiliar staff members.
- Strong consultation, problem solving, critical thinking, and decision-making skills to identify technical problems, determine possible solutions, and select appropriate actions.
- Excellent planning, presentation, project management, time management, and organizational skills; ability to complete tasks and meet deadlines, while working with competing priorities and interruptions.
- Demonstrated commitment in delivering excellent service to others as this is key in supporting the success of our students and our College.
- Strong communication, collaboration, teamwork, and people skills.
- Effective ability to interact with others and deal with situations in ways that respect diverse backgrounds, experience, and styles.
- Flexibility in adapting to change and in participating in consultative decision-making processes.
Interview process may consist of a practical skills component.
NOTES:
- If employed currently or previously employed at GBC, please log into Cornerstone with your employee account.
- Please ensure your resume highlights all relevant education, training and experience that are applicable to the minimum qualifications for this role.
- The College requires proof of degrees, credentials or equivalencies from accredited regional or federal post-secondary institutions and/or their international equivalents. Credentials may require validation at the time of interviews.
- First consideration will be provided to internal candidates in accordance with our Support Staff Collective Agreement.
George Brown College is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). The Human Resources representative responsible for the recruitment for this position will work with applicants requesting accommodation at any stage of the hiring process. Candidates who require accommodation in the interview process may contact and all information received will be addressed confidentially.
As a unionized workplace, we support our internal employees by providing first consideration to qualified applications as set out in the Collective Agreement.
For information on George Brown College, please visit our website at .
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