Implementations Analyst

Job Summary

To support and optimize operational systems and workflows, the remote Implementations Analyst will drive AI adoption across contact center operations, focusing on improving dialer strategies and campaign performance while collaborating with cross-functional teams.

Key responsibilities

• Execute the AI adoption roadmap to enhance contact center efficiency and customer experience
• Optimize dialer and contact strategies, including predictive dialing and lead prioritization
• Deliver training on AI tools and track performance metrics in collaboration with analytics teams

Required qualifications

• 5-8+ years in operations transformation, change management, or contact center leadership
• Experience in inbound/outbound call center environments
• Strong knowledge of dialers and campaign segmentation strategies
• Experience supporting digital, automation, or AI initiatives
• Bachelor's degree required; change management certification preferred