Our client in the financial services sector is seeking a contract-based AI Enablement & Hypercare Specialist to support enterprise AI adoption by providing front-line user enablement, hypercare, and coordination for Microsoft 365 Copilot and related AI capabilities.

Duration: 3 months to start (strong possibility of extension to 6 months) with option to convert to fulltime/perm.

Location: Hybrid – Toronto, ON (2–3 days onsite)

Responsibilities

Monitor AI enablement support channels including shared inboxes, Microsoft Teams channels, and collaboration platforms. Respond to user inquiries and clarify business and technical requirements. Categorize requests involving adoption guidance, licensing, access, Copilot Studio, Agent Builder, technical issues, training requests, and AI use-case ideas. Provide first-level AI enablement support, user coaching, and basic troubleshooting. Escalate requests to the appropriate technical, platform, security, or engineering teams when required. Coordinate request tracking, follow-up activities, and user communications. Support AI office hours, Ask-Me-Anything (AMA) sessions, workshops, labs, demonstrations, and training events. Capture recurring user questions, common issues, adoption barriers, and improvement opportunities. Maintain knowledge articles, FAQs, support documentation, and issue tracking logs. Work closely with AI enablement and technical specialists to improve user experience and adoption outcomes. Assist with continuous improvement initiatives that strengthen AI support processes and user engagement.

Qualifications

4–7 years of experience in Microsoft 365 support, user enablement, digital workplace, adoption, or business technology support. Experience supporting Microsoft 365 Copilot or other AI-enabled productivity technologies is highly preferred. Strong customer service, communication, and stakeholder management skills. Experience providing user coaching, technology enablement, or application support. Ability to triage requests, prioritize work, and coordinate across multiple teams. Experience supporting workshops, office hours, labs, or user training sessions. Strong organizational skills with excellent follow-up and documentation discipline. Experience maintaining knowledge articles, FAQs, or support documentation. Familiarity with Microsoft Teams, SharePoint Online, Outlook, OneDrive, and Microsoft 365 collaboration tools. Experience working within Agile or enterprise environments is considered an asset.