Senior Contact Center AI Operations Analyst
New
T
TailorCareHealthcare
United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in a contact center operations, analyst, or QA role
- Required Skills
- Data AnalysisQuality AssuranceReportingCRM
Requirements
- Bachelor's degree in a related field, or equivalent practical experience.
- 5+ years of experience in a contact center operations, analyst, or QA role.
- Hands-on experience building, configuring, or administering a contact center AI, conversation-intelligence, or agent-assist platform.
- Strong understanding of contact center agent workflows and operational processes.
- Demonstrated ability to translate business and operational requirements into structured rules, logic, or configurations.
- Strong analytical skills to interpret data and drive platform improvements.
- Excellent attention to detail and ability to independently manage and document a complex configuration environment.
- Familiarity with CRM and telephony systems.
- Ability and willingness to travel up to 10% for onsite meetings or events.
- Strong written and verbal communication skills.
Responsibilities
- Partner with the Contact Center Director and care team leaders to translate frontline needs into rules and content in Cresta Opera.
- Manage configuration end-to-end including build, test, deploy, and iterate processes based on performance data and feedback.
- Maintain operational documentation, configuration records, and naming conventions to ensure an organized and scalable environment.
- Produce and analyze reporting from Cresta to surface insights on agent behaviors, productivity, and platform impact.
- Support agents and managers as a day-to-day resource for systems and process troubleshooting.
- Collaborate with Product and Technology teams to roll out changes to AI tools that integrate with telephony and CRM systems.
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