operations
Posted 1 weeks agoManager, Systems Operations
at Wealthsimple
(canada), CanadaHybrid
Responsibilities
- BUILD SOMETHING PEOPLE LOVE Wealthsimple's mission is to help everyone achieve financial freedom – by making financial services simple, transparent, and low-cost.
- Ensure the stability, routing logic, and API integrations across Zendesk and Five9 are running flawlessly for 2,000+ global agents. - Oversee the day-to-day health of our AI agent.
Requirements
- You aren't drafting the blue-sky vision; you are the operational general running agile sprints, managing technical debt, mitigating AI hallucinations, and keeping our platform highly available.
- The Stack: Zendesk (Enterprise), Five9, Decagon (GenAI), Jira, Atlassian Suite, REST APIs/Webhooks.
- Your team will handle rapid prompt tuning, hallucination mitigation, knowledge base ingestion QA, and regression testing for new AI releases. - Your team receives 20+ complex Jira requests daily from CX leadership.
- When they design a new telephony tree or AI workflow, your team builds, tests, and deploys it safely into production.
- You deeply understand complex routing, custom objects, trigger/automation load balancing, and API webhook integrations. - Proven
- experience running a sprint-based delivery model using Jira.
- You know how to define acceptance criteria, manage technical debt, and enforce CI/CD-style deployment safety in a live CX environment. - You understand the unsexy, operational side of GenAI. You have
- experience managing bot QA, monitoring deflection rates, and troubleshooting integrated AI workflows. - You are a relentless optimizer.
- Experience in Fintech or a highly regulated security environment. WHY WEALTHSIMPLE? 🌸 Top-tier health
- That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem.
- AI in Hiring: We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses.
Experience
- What You Bring - 5+ years in CX Systems/Technical Operations, with 2+ years directly managing technical admins or systems engineers.