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About the Role

The Digital Student Service Administrator administers and maintains integrated applications and services, including monitoring, planning, deploying, troubleshooting, and issue resolution. This role oversees the administration of multi-modal student service applications, including chatbot, AI integration, telephony integration, and other digital tools used in student service functions.

Responsibilities

Serves as a subject matter expert for digital engagement technologies and platforms, including chatbots, AI-enabled tools, telephony, text chat, live chat, and associated integrated services.
Creates and manages requests for change related to digital service platforms and supporting technologies.
Continually reviews the efficiency, effectiveness, and user experience of digital engagement platforms, applications, and communication channels.
Develops user experience feedback data collection methods, including user surveys, to evaluate engagement and inform future enhancements.
Performs detailed analysis and synthesis of chatbot student service data using Excel and other software systems (e.g., Power BI) to inform student characteristics, program effectiveness, and program evolution.
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.
Designs, implements, and maintains chatbot conversations using the provided technology framework, including designing and implementing complex multi-system integrations.
Performs other duties as assigned.

Requirements

Three-year diploma or degree or equivalent from a recognized post-secondary institution in Computer Science (diploma) or Information Systems/Technology is required.
Completion of courses related to Chatbot technology (LiveAgent, Lex, Dialogflow, Nuance), Salesforce Agentforce and CRM, chat and AI solution Administrative Role, Livechat applications, Javascript, HTML, and ITIL methodology.
Professional Agile Scrum certification preferred.
Minimum of three (3) years of chatbot development and maintenance experience.
Excellent 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.
Salesforce CRM Administration experience.
Experience with service user experience surveys or other forms of user experience data collection and reporting.
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 or offer.

Skills

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.
Well-defined communication skills to articulate technical problems and solutions.
Excellent problem-solving skills.
Able to develop training materials and provide training to unfamiliar staff members.
Excellent communication, collaboration, teamwork and interpersonal skills at a professional level.
Demonstrated commitment to uphold the Polytechnic’s priorities on diversity and equity.

Location

200 King St.E.

Work Type

Hybrid
Full-Time Support

Experience Level

Minimum of three (3) years of chatbot development and maintenance experience.

Education Level

Three-year diploma or degree or equivalent from a recognized post-secondary institution in Computer Science (diploma) or Information Systems/Technology
Completion of courses related to Chatbot technology (LiveAgent, Lex, Dialogflow, Nuance), Salesforce Agentforce and CRM, chat and AI solution Administrative Role, Livechat applications, Javascript, HTML, and ITIL methodology.
Professional Agile Scrum certification preferred.

Salary/Compensations

Payband I, starting rate $41.20 per hour

Benefits

Competitive pension plan
Generous holiday and vacation time
Tuition assistance program
Discounted rates for employees taking Continuing Education courses

About the Company

George Brown Polytechnic prides itself on educating students through real-world learning, in the heart of Toronto.
Our faculty and employees make this vision a reality, and we support them by making George Brown a great place to work.
See why we are consistently ranked as one of GTA’s top employers.

Equal Opportunity

George Brown Polytechnic 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.
George Brown Polytechnic is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).
Candidates who require accommodation in the hiring process may contact TalentAcquisition@georgebrown.ca confidentially.