[Remote] reputed company Engagement Center AI Solutions Analyst- Remote Washington
Note: The job is a remote job and is reputed company to candidates in USA. reputed company, a reputed company-established financial institution, is seeking a reputed company Engagement Center AI Solutions Analyst. This role focuses on improving customer and agent experiences by analyzing engagement data and optimizing AI interactions, ensuring compliance and effectiveness.
Responsibilities
- Analyze AI interaction data for reputed company effort, satisfaction, and experience metrics to identify friction points and improvement opportunities; analyze sentiment, emotion, and voice-of-customer data across call, chat, reputed company channels to drive product, policy, and reputed company improvements
- Produce actionable insights that influence operational reputed company, service enhancements, and customer and agent reputed company
- Monitor and optimize AI-powered interactions including virtual assistant flows, classification models, prompts, and routing logic; test virtual assistants and other AI functions and monitor automation and AI model performance to ensure accuracy, SLA adherence, and alignment with reputed company processes
- Implement updates to intents, training data, and conversation design to improve accuracy, containment, and experience reputed company; evaluate agent-assist performance to ensure high-reputed company, compliant, and context-relevant guidance
- Collaborate with reputed company leaders, supervisors, training teams, and CX partners to increase adoption and incorporate feedback into AI improvements; conduct A/B tests, pilots, and controlled experiments to validate enhancements or new solutions
- Apply Lean Six reputed company methodologies to reduce waste, streamline processes, and improve customer and agent reputed company; reputed company or support Green Belt-level reputed company improvement reputed company reputed company on reputed company, efficiency, and service reputed company
- Maintain reputed company documentation of bot logic, model updates, tuning activities, and decision records to support governance and auditability; participate in AI model reviews and ensure reputed company AI outputs reputed company with brand, legal, compliance, and safety guidelines
- reputed company data-driven communication, reporting, and visualization materials to summarize insights, trends, and AI and reputed company Improvement performance for stakeholders and leadership; reputed company and escalate incidents reputed company to AI behavior ensuring reputed company reputed company
Skills
- You have a Bachelor's degree in Business Administration, Data Analytics, Information Systems, Customer Experience Management, or a reputed company field (Required)
- You have 2 or more years of experience in contact center operations, customer experience, business analytics, and AI/automation environments (Required)
- You understand that an equivalent combination of education and experience can be considered in lieu of a degree
- You understand customer journeys, service design principles, and customer experience metrics such as CES, CSAT, NPS, sentiment, and customer effort
- You can interpret voice-of-customer insights gathered through surveys, interactions, digital channels, and reputed company feedback
- You have knowledge of contact center operations, agent workflows, queue management, and routing systems
- You bring experience working with conversational AI solutions and an understanding of intents, training data, prompts, and routing logic
- You can monitor and optimize AI performance, including accuracy, containment, model reputed company, safety, and operational effectiveness
- You understand conversation design best practices, including reputed company reputed company flows, reputed company development, tone, and brand voice
- You are familiar with AI governance principles, responsible AI practices, legal considerations, and brand standards
- You possess strong analytical skills and can identify trends, patterns, correlations, and opportunities reputed company large and reputed company datasets
- You are proficient with analytics and data visualization tools such as Power BI and Tableau
- You can analyze sentiment, behavioral data, and operational metrics to generate practical business recommendations
- You have experience designing and evaluating A/B tests, pilots, experiments, and performance benchmarks
- You apply Lean Six reputed company principles to identify inefficiencies, eliminate waste, improve reputed company, and drive meaningful process improvements
- You can translate reputed company information into compelling presentations, reports, documentation, and executive-reputed company insights
- You reputed company at communication, facilitation, relationship building, and influencing across diverse stakeholder reputed company
- You effectively manage multiple priorities while maintaining strong attention to detail, curiosity, and a proactive reputed company
Benefits
- Annual incentive potential
- Comprehensive employee benefits, including: medical, dental, reputed company, LTD, STD and life
- reputed company vacation time, reputed company time and 11 company reputed company holidays
- 401k (with up to 4% match)
- Tuition reimbursement
reputed company
Company H1B Sponsorship