Manager, Engineering - Digital Conversations; Conversational AI, NLP​/NLU RAG

Full Description

Position: Manager, Engineering - Digital Conversations (Conversational AI, NLP/NLU with RAG)

Description

:

This role leads technology initiatives related to the Digital Conversations platform, which powers AI-driven customer interactions across channels using chat widget.

The platform includes conversational AI, natural language processing (NLP), and real-time orchestration services.

It operatesat scale and integrates with enterprise systems to deliver secure, personalized, and context-aware experiences.

The successful candidate will demonstrate expertise in Software E2E delivery, People management, conversational technologies, platform operations, and agile delivery.

They will be accountable for building and evolving the engineering culture, coaching team members, and ensuring solutions meet business needs while aligning with technology strategy and industry standards.

Accountabilities

• Lead and manage a team of engineers and technology specialists focused on conversational AI and platform capabilities along with chat widget.

• Provide leadership in training, coaching, development, succession planning, recruitment, and performance management.

• Collaborate with Platform and Journey leads to ensure two-way feedback and alignment with product goals.

• Drive automation across build, test, release, and configuration activities for conversational services.

• Partner across Technology and Business to identify synergies and deliver scalable, resilient solutions.

• Act as a change agent and innovator in conversational engineering strategy.

• Anticipate client needs and influence the development of intelligent, customer-centric solutions.

• Manage resource planning and assignments to meet project milestones and budget targets.

• Stay current on emerging trends in conversational AI, compliance, and regulatory requirements.

• Contribute to continuous improvement and innovation in engineering practices.

• Provide subject matter expertise to governance and control groups on risk and compliance related to conversational platforms.

• Model the Colleague Promise by fostering a culture of care, authenticity, and well-being.

• Recruit and develop a diverse talent pipeline with strengths in AI, NLP, and platform engineering.

• Promote knowledge sharing and collaboration across teams.

• Lead through change and create a psychologically safe environment for innovation.

• Set clear objectives, facilitate ongoing feedback, and conduct Quarterly Check-Ins to drive performance.

Experience and/or Education

• Undergraduate degree in Computer Science or related field;

Graduate degree preferred.

• 8+ years of technology delivery experience

• Proven track record in leading engineering teams and delivering enterprise-grade solutions

Preferred Technologies &

Skills:

• Conversational AI platforms (e.g., IBM Watson)

• NLP and NLU engines along with RAG.

• Real-time orchestration and event-driven systems

• Cloud-native architecture (Azure preferred)

• CI/CD pipelines and Dev Ops practices

• RESTful APIs

• Secure and scalable microservices

• Agile delivery methodologies

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores.

Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world.

More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support.

We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing.

As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking.

Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential.

Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals.

As an organization, we keep growing – and so will you.

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