Job Description

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

Preferred Hybrid - Jericho, NY or Southington, CT


  • Analyzation of contact center data to identify opportunities to grow self-service in the IVA and chatbot to improve functionality

  • Collaborate with cross-functional teams to generate content to be used as training material for virtual agents. Based on this understanding, design AI-driven solutions tailored to improve customer experiences within the contact center environment

  • Utilize data analytics and machine learning techniques to analyze customer interactions, identify trends, and drive actionable insights.

  • Design and implement AI-driven automation processes by working directly within our virtual agent interface to maintain and grow its capabilities.

  • Monitor and evaluate the performance of AI solutions, track key metrics and KPIs, and make data-driven recommendations for optimization and enhancement.

  • Regular testing and validation of our virtual agent’s responses to unscripted requests.

  • Write high-quality answers for specific questions regarding internal services.

  • Research and fact-check AI responses. Be responsible for reviewing virtual agent interactions and providing coaching corrections

Skills and Qualifications:

  • Candidates with advanced degrees (Associates, Bachelor’s, and/or Master’s) preferred, yet a High School diploma or GED is required. Candidates with some combination of coursework and experience, or else extensive related professional experience, are eligible for consideration

  • 3-5 year of experience in related role

  • Experience in the Fintech industry

  • Serves as a subject matter expert in field(s), staying current in requisite skills and sharing new knowledge and practices with team members

  • Self-motivated, inquisitive, and resourceful, focused on continuous improvement.

  • Team player with a positive attitude and contributes to an energetic and motivated team environment with a strong sense of urgency and work ethic.

  • Ability to collaborate and execute in a fast-paced, high demand, dynamic environment while balancing multiple initiatives, priorities, and projects.

  • Excellent project and change-management skills; highly organized and detail-oriented.

  • Experience in AI development and implementation in a contact center

  • Experience with recent LLM chat bot services such as ChatGPT, Google Bard/Gemini, Claude, etc.

  • Basic level IVA and chatbot programming to support answer tuning and implementation of simple use cases.

  • Excellent Problem-Solving and Critical Thinking skills. Ability to analyze complex problems, think creatively, and develop innovative AI solutions to address business challenges.

  • Working knowledge of Five9, Salesforce, AWS, Microsoft and other emerging technologies

The estimated salary range for this position is $90,000.00 to $100.000.00 USD annually. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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