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About the Role

We are seeking a Director of Conversational Banking to build intelligent conversational AI systems for customer experience across web and mobile platforms. You will develop innovative technology solutions, lead a team of full stack developers and conversational AI engineers, and require strategic thinking, deep technical understanding of conversational AI, strong business acumen, and exceptional leadership skills.

Responsibilities

Develop and execute the technology roadmap for conversational banking practice within Advice Center, Branch Technology and Martech, driving significant growth in revenue, market share, and client adoption.
Lead the delivery and development team of Conversational Architects, designers, and developers in building complex, high-quality conversational AI solutions.
Identify new business opportunities and cultivate strong relationships with key partners, stakeholders, and clients.
Lead the entire lifecycle of solution development and delivery, from conceptualization and design to implementation, optimization, and ongoing support, focusing on platform-agnostic best practices.
Establish and manage key performance indicators (KPIs) for the practice and delivered solutions, reporting on progress and demonstrating tangible business value.
Stay updated on advancements in conversational AI platforms, generative AI, and customer engagement technologies, integrating new capabilities.
Foster a culture of continuous learning and innovation within the team, encouraging experimentation and adoption of cutting-edge techniques.
Provide strong technical and strategic leadership, fostering a collaborative, high-performance, and client-centric team environment.
Develop and implement training programs to ensure the team possesses necessary skills in conversational AI design, architecture, and development.
Manage resource allocation, project prioritization, and operational efficiency within the practice.
Act as a trusted advisor to business partners, understanding their challenges and translating them into effective Conversational AI solutions.

Requirements

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 and 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.
Experience of implementing NLU/LLM solutions for multi-modal platforms.

Skills

Application Development
Application Maintenance
Applications Architecture
Commercial Acumen
Enterprise Application Delivery
Information Technology Management
Information Technology Trends
Programming Languages
System Applications
Conversational AI
AI/ML
NLP
LLMs
Generative AI

Location

Toronto, Canada

Work Type

Full time

Experience Level

Director
10+ years of experience
5+ years of leadership experience

About the Company

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC.
We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world.
Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities.
RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.