AI Implementation Specialist, Calls

We're looking for a curious, detail-oriented AI Implementation Specialist to join our team at an exciting inflection point. As AI becomes core to how we operate, you'll be the person helping us do it right. You'll own the governance and optimization of our AI call center and IVR product, build the reporting and automation infrastructure the team relies on, and serve as our internal expert as we expand how we use AI across the business. If you're someone who loves being in the weeds of a new technology and wants a seat at the table when strategy is being shaped, this role was built for you. 

This is an in-person role at our office in Victoria, BC 

Day-to-day: 

You will:  

• Own governance of our AI IVR and AI call center product — monitoring performance, managing configurations, and ensuring the platform is running effectively day-to-day 
• Design and execute A/B tests on the AI IVR to continuously improve call flows, outcomes, and customer experience 
• Implement changes to the AI IVR and document decisions, results, and recommendations in a clear and organized way 
• Build reports, dashboards, and automations that give the AdOps team better visibility into performance and reduce manual work 
• Act as a hands-on resource across other team projects involving AI — contributing data analysis, implementation support, and a practical perspective on what's possible 
• Stay current on developments in AI tooling and proactively bring forward ideas for how we can apply them to our work 

You have...  

• Experience working with AI platforms, tools, or products in a hands-on capacity — you've done more than read about it 
• Comfort working with data: pulling it, interpreting it, and turning it into something useful for a team 
• A structured, methodical approach to testing and problem-solving — you know how to set up a fair test and read the results honestly 
• Strong written and verbal communication skills; you can explain technical concepts to non-technical teammates 
• The ability to manage multiple workstreams independently and know when to ask for direction 
• A genuine interest in how AI is changing the way businesses operate — and enthusiasm for being part of that change 

Nice to have:  

• Familiarity with IVR systems, call center technology, or contact center operations 
• Experience building dashboards or automated reports (any tool — Looker, Google Sheets, Power BI, etc.) 
• Exposure to prompt engineering, LLM workflows, or agentic AI tools 
• Experience in a digital advertising, media, or AdTech environment