Client Engagement Center AI Solutions Analyst

Remote WashingtonFull-TimeMiddle

Salary$33.00- $45.00 per hour

Apply NowOpens the employer's application page

Job Details

Bachelor's degree in Business Administration, Data Analytics, Information Systems, Customer Experience Management, or related field.
Equivalent combination of education and experience considered in lieu of a degree.
2+ years of experience in contact center operations, customer experience, business analytics, and AI/automation environments.
Experience with conversational AI, including intents, training data, prompts, and routing logic.
Proficiency with analytics and data visualization tools like Power BI and Tableau.
Understanding of customer journey mapping and CX metrics (CES, CSAT, NPS, sentiment).
Familiarity with Lean Six Sigma principles for process improvement.
Knowledge of AI governance, responsible AI practices, and legal considerations.
Ability to design and evaluate A/B tests, pilots, and performance benchmarks.
Excellent communication and stakeholder influence skills.

Analyze AI interaction data and customer sentiment to identify friction points and improvement opportunities.
Produce actionable insights to influence operational decisions and service enhancements.
Monitor and optimize virtual assistant flows, classification models, prompts, and routing logic.
Implement updates to intents and training data to improve accuracy, containment, and experience quality.
Collaborate with frontline and CX partners to incorporate feedback and conduct A/B tests for solution validation.
Apply Lean Six Sigma methodologies to lead continuous improvement projects.
Maintain documentation for bot logic and model updates to ensure governance and audit compliance.
Develop data-driven reporting to summarize AI performance trends for leadership.

View Full Description & ApplyYou'll be redirected to the employer's site