AI Solutions Analyst

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