AI Solutions Analyst

Job Summary

Transforming engagement data into actionable insights, the full-time hourly Client Engagement Center AI Solutions Analyst will improve customer and agent experiences by optimizing AI-powered interactions and ensuring compliance across conversational channels in a remote setting.

Key responsibilities

• Analyze AI interaction data to identify friction points and improvement opportunities, driving enhancements in customer and agent experiences
• Monitor and optimize AI interactions, including virtual assistant flows and classification models, to ensure accuracy and adherence to service level agreements
• Collaborate with cross-functional teams to implement AI improvements and conduct experiments to validate new solutions

Required qualifications

• Bachelor's degree in Business Administration, Data Analytics, Information Systems, Customer Experience Management, or a related field
• At least 2 years of experience in contact center operations, customer experience, business analytics, or AI/automation environments
• Understanding of customer journeys and experience metrics such as CES, CSAT, and NPS
• Familiarity with conversational AI solutions and conversation design best practices
• Proficiency in analytics and data visualization tools such as Power BI and Tableau