Client Engagement Center AI Solutions Analyst
New
Source API remote eligibility restrictions: United StatesFull-TimeMiddle
Salary$ 33.00- $45.00 per hour
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Job Details
- Experience
- 2 or more years of experience in contact center operations, customer experience, business analytics, and AI/automation environments
- Required Skills
- Business AnalysisMicrosoft Power BITableauData analytics
Requirements
- Bachelor's degree in Business Administration, Data Analytics, Information Systems, Customer Experience Management, or a related field, or an equivalent combination of education and experience.
- 2 or more years of experience in contact center operations, customer experience, business analytics, and AI/automation environments.
- Knowledge of customer journeys, service design principles, and CX metrics (CES, CSAT, NPS, sentiment).
- Understanding of contact center operations, agent workflows, queue management, and routing systems.
- Experience working with conversational AI solutions, including intents, training data, prompts, and routing logic.
- Familiarity with AI governance principles, responsible AI practices, and legal considerations.
- Proficiency with analytics and data visualization tools such as Power BI and Tableau.
- Ability to design and evaluate A/B tests, pilots, and experiments.
- Proficiency in applying Lean Six Sigma principles for process improvement.
Responsibilities
- Analyze AI interaction data for client effort, satisfaction, and experience metrics to identify friction points and improvement opportunities.
- Produce actionable insights that influence operational decisions, service enhancements, and customer and agent outcomes.
- Monitor and optimize AI-powered interactions, including virtual assistant flows, classification models, prompts, and routing logic.
- Implement updates to intents, training data, and conversation design to improve accuracy, containment, and experience quality.
- Collaborate with frontline leaders, supervisors, and CX partners to increase adoption and incorporate feedback into AI improvements.
- Apply Lean Six Sigma methodologies to reduce waste and lead continuous improvement projects.
- Maintain clear documentation of bot logic, model updates, and tuning activities to support governance.
- Develop data-driven reporting and visualization materials for stakeholders and leadership.
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