AI Platform Administrator

Job Description Summary

Serves as the primary administrator and subject matter expert for the Digital Channels Experience (DCE) conversational AI platform, including Amelia AI and related automation solutions. Acts as a technical liaison between Digital Channels, Information Technology, business stakeholders, vendors, and end users to ensure conversational AI solutions are secure, reliable, compliant, and aligned with organizational objectives.

Responsible for the configuration, implementation, testing, optimization, and ongoing support of AI-powered member interactions across digital and voice channels. Collaborates with internal departments to review business requirements, evaluates technical feasibility, develops conversation flows, maintains knowledge bases, and designs, develops, implements, and supports API integrations between Amelia and enterprise systems. Oversees platform performance, user experience, integration effectiveness, security controls, and governance standards while ensuring compliance with regulatory, privacy, and information security requirements.

Serves as the subject matter expert and primary technical contact for conversational AI technologies, workflow automation, prompt design, conversation design, API development, system integration, knowledge management, and AI-driven member service solutions. Provides technical guidance for platform questions, support needs, future build requests, and ongoing enhancement work while developing and maintaining integrations between conversational AI platforms and enterprise applications. Supports the delivery of secure, scalable, and reliable self-service capabilities that enhance member experience and operational efficiency.

• Administers, configures, maintains, and optimizes Amelia AI and related conversational AI platforms across digital and voice channels, ensuring reliability, performance, and alignment with business objectives.
• Builds and maintains conversational workflows, prompt designs, dialog paths, intents, automations, and knowledge base content that support accurate, effective, and compliant member interactions.
• Leads the design, development, testing, implementation, and support of API integrations between Amelia AI and enterprise applications, digital banking platforms, authentication services, core systems, and third-party solutions.
• Maintains the API connections, workflow automations, authentication methods, data mappings, and system interfaces needed to keep conversational AI functionality operating effectively.
• Reviews business and functional requirements for technical feasibility, integration approach, system impact, and alignment with architecture, security, and support standards.
• Validates conversational workflows, prompts, dialog paths, APIs, integrations, and system enhancements through unit, integration, regression, user acceptance, and end-to-end testing to confirm functionality, accuracy, reliability, and compliance.
• Uses platform performance, conversational effectiveness, integration health, automation metrics, utilization trends, and user experience indicators to identify optimization opportunities and drive continuous improvement.
• Troubleshoots platform, workflow, API, authentication, data exchange, and integration issues.
• Documents technical specifications, integration details, workflow diagrams, prompt designs, dialog logic, testing artifacts, support procedures, and operational standards for ongoing reference and support.
• Maintains governance over AI knowledge repositories, business rules, content sources, FAQs, and conversation standards to preserve accuracy, consistency, and compliance.
• Works with business units and subject matter experts to keep knowledge assets current and improve conversational experiences over time.
• Manages platform upgrades, releases, patches, implementations, and vendor-supported enhancements through readiness validation and production stability checks.
• Ensures conversational AI solutions meet regulatory, privacy, security, and data governance requirements, including controls for authentication, authorization, logging, masking, data retention, and privacy protection.
• Contributes to security reviews, audits, compliance assessments, risk management activities, and remediation efforts tied to AI platforms and integrations.
• Serves as the primary technical contact for platform questions, support needs, future build requests, and guidance related to conversational AI functionality, workflow design, prompt design, deterministic conversation logic, integrations, reporting, and best practices.
• Creates training materials, operational procedures, reporting tools, and support resources that promote effective platform use and knowledge transfer.
• Prepares reporting for leadership and stakeholders on performance, utilization, adoption, operations, and integration-related activity.
• Assesses emerging AI, automation, integration, and digital service technologies and recommends enhancements…