AI Systems Analyst

AI Analyst (RPA/AI)

Ideally possess 5+ years of professional experience working as a techno-functional Analyst throughout their career while possessing recent experience implementing AI tools into a call-center/contact-center environment.

Knowledge of Large Language Models (LLM) - primarily seen within a customer service/call-center environment.

Must have either hands on experience of functional experience supporting/implementing Robotic Process Automation (RPA) tools including but not limited to: UiPath, Blue Prism, IBM RPA, Microsoft Power Automate, etc.

Proven ability to collaborate with cross functional teams, gathering user requirements, documenting processes, suggesting process improvements, and communicating evidence for implementing improvements to higher level management teams.

Exudes personable communication skills while being motivated to learn and grow.

Local to Charlotte, NC or open to relocating within 2 weeks after acceptance.

Previous Call Center/Contact Center RPA and AI implementation project experience ideally within the Telecommunications industry.

Review, analyze, and evaluate information technology systems operations to understand where efficiencies can be implemented to create improvements to the overall customer experience.

Determine user needs and requirements and recommend ways to improve RPA systems specifically by implementing the right AI tool/technology that will fill the gaps that are currently missing.

Review current manual processes, identify what can be automated using AI tools, and support teams to implement automated processes from a technical perspective by driving timelines throughout the produce lifecycle.

Serve as the primary point of contact between users and engineering/development staff

Support the process of translating business needs into formal technical requirement deliverables.