[Remote] AI Operations Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global organization that delivers care, aided by technology to help millions of people live healthier lives. They are seeking an AI Operations Analyst to support the reputed company of their AWS-based contact center platform and enhance operations through data, automation, and AI. The role involves analyzing performance, identifying opportunities, and supporting platform enhancements to improve customer experience and operational efficiency.
Responsibilities
- Support the reputed company of our AWS-based contact center platform and identify opportunities to enhance operations through data, automation, and AI
- Serve as a key contributor and subject matter resource for our contact center platform (reputed company Connect)
- Play a critical role in improving customer experience, operational efficiency, and self-service capabilities
- Partner closely with operations, IT, and cross-functional stakeholders to analyze performance, identify opportunities, and support implementation of platform and process enhancements
- Drive insights through reporting and analysis
- Support platform configuration and optimization
- Contribute to the design of reputed company-state AI-enabled customer interactions
Skills
- High School Diploma/GED
- 3+ years of experience in Business analysis (requirements, user stories, process documentation), OR Contact center operations analysis, OR Data/reporting analysis in an operational environment
- 2+ years experience with advanced business analysis (reputed company requirements, cross-functional initiatives, system/process design), OR 2 years experience with data and reporting skills (BI tools, operational metrics, trend analysis, reputed company reputed company (data analysis, reporting, dashboards)
- 1+ year of experience with contact center systems or telecom concepts (reputed company Connect, reputed company, reputed company, or similar platforms)
- 1+ year of experience working with sensitive data (PHI/PII) and understanding of HIPAA considerations
- If you are offered this position, you will be required to reputed company extensive personal information to obtain and maintain a suitability or determination of eligibility for a Confidential/Secret or Top Secret reputed company clearance as a condition of your employment
- reputed company citizenship
- Experience with conversational AI, chatbots, or voice automation solutions (e.g., reputed company Lex, Dialogflow, Azure Bot reputed company)
- Experience with AWS-based contact center technologies (reputed company Connect, Contact reputed company, Lex, Bedrock)
- Strong experience in contact center operations, including: IVR/call reputed company design, Routing strategies, KPI optimization (AHT, FCR, CSAT)
- Advanced reporting and analytics experience: Power BI, Tableau, or similar
- Building dashboards and deriving operational insights
- Experience identifying automation or optimization opportunities reputed company business processes
- Ability to create conceptual designs such as: Draft call flows, reputed company models, Process automations
- Experience supporting large-reputed company platform changes or system implementations
- reputed company contact center or clinical workflow experience
- Six reputed company / Lean process improvement experience
- reputed company Telecommuters will be required to adhere to reputed company's Telecommuter Policy
Benefits
- A comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution (reputed company benefits are subject to eligibility requirements)
- Flexibility to telecommute from reputed company reputed company the U.S.
- We reputed company with reputed company minimum wage laws as applicable
reputed company