ZipRecruiter

Log In

1

Contact Manager Jobs in Alberta (NOW HIRING)

Suncor

Contact Engineer

Calgary, AB

We are seeking a skilled and motivated Contact Engineer to provide technical support for plant ... Provide technical support for regulatory reporting, operating procedure reviews, management of ...

next page

Showing results 1-20

All JobsContact JobsContact Manager JobsContact Manager Jobs in Alberta

Contact Manager information

What does a contact manager do?

A Contact Manager is responsible for maintaining and organizing a company's contact database, which includes clients, leads, vendors, and other business relationships. They ensure that contact information is up-to-date, manage communication records, and often assist in segmenting contacts for marketing or sales campaigns. Additionally, Contact Managers may be involved in using specialized software to streamline communications and improve relationship management. Their work helps organizations maintain strong connections and efficient outreach efforts.

What are the key skills and qualifications needed to thrive as a contact manager?

To thrive as a Contact Manager, you need strong organizational skills, experience in customer relationship management, and typically a background in business or communications. Familiarity with CRM software like Salesforce or HubSpot, as well as proficiency in data management tools, is essential. Excellent interpersonal skills, problem-solving abilities, and attention to detail help you build and maintain strong client relationships. These skills ensure efficient management of client data, support customer satisfaction, and drive business growth.

What are some common challenges faced by contact managers, and how can they be addressed?

Contact Managers often face the challenge of maintaining up-to-date and accurate contact databases, especially when dealing with large volumes of client or customer information. Another common issue is ensuring effective communication between departments and stakeholders to prevent duplicated efforts or missed opportunities. These challenges can be addressed by implementing standardized data entry protocols, regularly auditing the database for accuracy, and leveraging CRM tools that facilitate real-time updates and team collaboration. Continuous training and clear communication channels within the team also play a vital role in overcoming these obstacles.

What is the difference between Contact Manager vs Customer Service Representative?

AspectContact ManagerCustomer Service Representative
CredentialsHigh school diploma or equivalent; experience in customer relationsHigh school diploma or equivalent; training in customer service skills
Work EnvironmentOffice settings, call centers, or client-facing rolesCall centers, retail, or office environments
Industry UsageUsed across various industries to manage client contacts and relationshipsPrimarily in retail, telecom, and service industries to assist customers

While both roles involve interacting with clients, a Contact Manager focuses on maintaining and managing client relationships and contact data, often overseeing communication strategies. A Customer Service Representative primarily handles direct customer inquiries, complaints, and support. Both roles require strong communication skills but differ in scope and responsibilities.

How much do contact managers make in the US?

Contact managers in the US typically earn a median annual salary of around $50,000 to $70,000, depending on experience, location, and industry. Salaries can vary based on the size of the organization and specific responsibilities, with some earning over $80,000 with advanced skills or certifications.
Contact Manager jobs near you
Infographic showing various Contact Manager job openings in Alberta as of August 2026, with employment types broken down into 84% Full Time, 14% Part Time, and 2% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution.

AI Solutions Analyst - Contact Center Technologies

NRG

Calgary, AB

Full-time

Re-posted 18 days ago

Job description

Welcome to the intersection of energy and home services. At NRG, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

More information is available at www.nrg.com. Connect with NRG on Facebook, LinkedIn, and follow us on Twitter @nrgenergy.

About Us 

NRG is a leading North American energy company, powering the lives of millions of customers across the U.S. and Canada. Through its retail brands, including Direct Energy, NRG delivers energy solutions that prioritize reliability, innovation, and customer trust. 

Within Direct Energy Canada, Customer Care plays a critical role in supporting customers through complex, high‑impact interactions. As customer expectations continue to evolve, Customer Care is investing in AI‑enabled capabilities to support frontline teams, improve operational efficiency, and deliver consistent, high‑quality customer experiences at scale. 

About the Role 

The AI Solutions Analyst plays a critical role in the day‑to‑day operation, optimization, and continuous improvement of AI solutions in production within Customer Care. 

Reporting to the AI Operations Solutions Team Lead, this role is hands‑on and execution‑focused—responsible for configuring AI workflows, monitoring performance, resolving issues, and turning operational insights into measurable improvements for agents and customers.  

The AI Solutions Analyst executes against defined priorities, operating rhythms, and standards established by the Team Lead to ensure AI solutions are stable, trusted, adopted, and delivering sustained business value. 

Key Responsibilities 

AI Operations & Solution Support 

  • Operate, support, and optimize AI‑enabled contact center solutions in production, including real‑time agent assist, AI‑driven insights, and virtual agent capabilities. 

  • Configure and maintain AI workflows using low‑code / no‑code platforms in alignment with established standards and operating rhythms. 

  • Support release readiness activities including testing, validation, deployment support, and post‑release monitoring. 

  • Identify, troubleshoot, and resolve workflow degradation, performance issues, or data quality concerns impacting frontline execution. 

  •  Maintain accurate documentation of configurations, changes, and operational impacts. 

  •  Provide day‑to‑day operational support to end users and partner teams to ensure reliable execution. 

Continuous Improvement & Performance Optimization 

  •  Monitor AI adoption, usage, and effectiveness using operational and customer metrics (e.g., AHT, FCR, NPS, ASAT). 

  • Analyze interaction data to identify trends, friction points, and opportunities for incremental improvement. 

  •  Execute continuous improvement initiatives prioritized by the Team Lead, including tuning models, refining workflows, and improving agent guidance. 

  •  Design and maintain feedback loops incorporating agent input, QA findings, and customer signals. 

  • Develop dashboards and reports to communicate AI performance metrics and business impact. 

Support New AI Initiatives 

  • Support pilot programs and proof‑of‑concept initiatives as directed by the AI Operations Solutions Team Lead.  

  •  Assist with requirements gathering, testing, validation, and operational readiness for new AI capabilities.  

  •  Support transition of approved pilots into steady‑state operations by executing configuration, documentation, and performance monitoring activities.  

  •  Provide hands‑on execution and analytical input to inform decision‑making and prioritization. 

Governance & Compliance 

  • Execute AI workflows in compliance with data privacy, security, and responsible AI standards. 

  •  Partner with NRG’s Data & AI and Technology teams to support ethical, fair, and transparent AI outputs. 

  • Ensure documentation and controls support auditability, governance, and long‑term sustainability of AI solutions. 

Minimum Qualifications 

  •  Bachelor Degree in Computer Science, Data Analytics, Business, or related field; or equivalent experience. 

  • 3+ years of experience in one or more of contact center operations, applied AI enablement, analytics, or continuous improvement. 

  •  Experience with one or more CRM and contact center platforms such as NiCE, SAP CRM, Salesforce, Genesys, or Five9. 

Preferred Skills: 

  •  Familiarity with AI platforms (e.g., Cresta, Google Dialogflow, Microsoft Azure AI, AWS Lex, etc.). 

  •  Experience supporting AI solutions in production / steady‑state environments. 

  • Strong analytical and problem‑solving skills. 

  • Understanding of conversational AI, NLP and real-time agent assistance. 

  •  Ability to translate technical insights into clear, operationally relevant findings. 

  • Experience working in agile or continuous improvement environments. 

  • Excellent communication and stakeholder management skills. 

  • Ability to work independently and manage multiple priorities. 

  • Ability to translate technical concepts into business-friendly language. 

Why Join Us? 

  • Join a forward-thinking team that’s redefining customer experience through AI innovation. 

  •  Play a key role in transforming how customers interact with our contact center—making every conversation smarter, faster, and more impactful. 

  •  Work with cutting-edge AI technologies in a company committed to ethical AI and a culture of continuous innovation. 

  • Enjoy a collaborative culture with opportunities for growth, learning and career development. 

NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers, and to ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.

Any information you provide through this form will be used and disclosed for the purposes of considering your application and, if you are offered a job, in relation to your employment (including post-employment activities). If you have provided references, you consent to us contacting such references and obtaining your personal information from them. Do not submit references if you have not obtained the consent of such references. Your personal information will otherwise be handled in accordance with our privacy policy.

DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to careers@nrg.com if you have any questions.

NRG logo

About NRG

Sourced by ZipRecruiter

At NRG, we're bringing the power of energy to people and organizations by putting customers at the center of everything we do. We generate electricity and provide energy solutions and natural gas to millions of customers through our diverse portfolio of retail brands. A Fortune 500 company, operating in the United States and Canada, NRG delivers innovative solutions while advocating for competitive energy markets and customer choice, working towards a sustainable energy future. More information is available at www.nrg.com. Connect with NRG on Facebook, LinkedIn and follow us on Twitter @nrgenergy.

Industry

Oil and coal products manufacturing

Company size

5,001 - 10,000 Employees

Headquarters location

Houston, TX, US

View All NRG Jobs

Apply