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AI Solutions Analyst - Contact Center Technologies
NRG Energy
Calgary, CAN
Full Time
Mid
5 days ago
AI OperationsContact Center OperationsCRM PlatformsData AnalysisContinuous ImprovementConversational AI
Free
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AI OperationsContact Center OperationsCRM Platforms
About the Role
NRG Energy seeks an AI Solutions Analyst to operate, optimize, and improve AI solutions in production within Customer Care. You will configure AI workflows, monitor performance, resolve issues, and turn insights into improvements for agents and customers.
Key Skills for This Role
AI OperationsContact Center OperationsCRM PlatformsData AnalysisContinuous ImprovementConversational AI
Responsibilities
- Operate, support, and optimize AI enabled contact center solutions in production
- Configure and maintain AI workflows using low code/no code platforms
- Support release readiness activities including testing, validation, deployment support, and post release monitoring
- Identify, troubleshoot, and resolve workflow degradation, performance issues, or data quality concerns
- Maintain accurate documentation of configurations, changes, and operational impacts
- Monitor AI adoption, usage, and effectiveness using operational and customer metrics
- Analyze interaction data to identify trends, friction points, and opportunities for improvement
- Execute continuous improvement initiatives including tuning models, refining workflows, and improving agent guidance
- Design and maintain feedback loops incorporating agent input, QA findings, and customer signals
- Develop dashboards and reports to communicate AI performance metrics and business impact
- Support pilot programs and proof of concept initiatives
- Execute AI workflows in compliance with data privacy, security, and responsible AI standards
Requirements
- Bachelor's degree in Computer Science, Data Analytics, Business, or related field; or equivalent experience
- 3+ years of experience in contact center operations, applied AI enablement, analytics, or continuous improvement
- Experience with CRM and contact center platforms such as NiCE, SAP CRM, Salesforce, Genesys, or Five9
- Strong analytical and problem solving skills
- Excellent communication and stakeholder management skills
- Ability to work independently and manage multiple priorities
Full Job Posting
About the Role
- The AI Solutions Analyst plays a critical role in the day to day operation, optimization, and continuous improvement of AI solutions in production within Customer Care.
- Reporting to the AI Operations Solutions Team Lead, this role is hands on and execution focused.
Key Responsibilities AI Operations & Solution Support
- Operate, support, and optimize AI enabled contact center solutions in production.
- Configure and maintain AI workflows using low code/no code platforms.
- Support release readiness activities including testing, validation, deployment support, and post release monitoring.
- Identify, troubleshoot, and resolve workflow degradation, performance issues, or data quality concerns.
- Maintain accurate documentation of configurations, changes, and operational impacts.
- Provide day to day operational support to end users and partner teams.
Continuous Improvement & Performance Optimization
- Monitor AI adoption, usage, and effectiveness using operational and customer metrics.
- Analyze interaction data to identify trends, friction points, and opportunities for incremental improvement.
- Execute continuous improvement initiatives prioritized by the Team Lead.
- Design and maintain feedback loops incorporating agent input, QA findings, and customer signals.
- Develop dashboards and reports to communicate AI performance metrics and business impact.
Support New AI Initiatives
- Support pilot programs and proof of concept initiatives as directed.
- Assist with requirements gathering, testing, validation, and operational readiness for new AI capabilities.
- Support transition of approved pilots into steady state operations.
- Provide hands on execution and analytical input to inform decision making.
Governance & Compliance
- Execute AI workflows in compliance with data privacy, security, and responsible AI standards.
- Partner with NRG's Data & AI and Technology teams to support ethical, fair, and transparent AI outputs.
- Ensure documentation and controls support auditability, governance, and long term sustainability.
Minimum Qualifications
- Bachelor's degree in Computer Science, Data Analytics, Business, or related field; or equivalent experience.
- 3+ years of experience in contact center operations, applied AI enablement, analytics, or continuous improvement.
- Experience with CRM and contact center platforms such as NiCE, SAP CRM, Salesforce, Genesys, or Five9.
Preferred Skills
- Familiarity with AI platforms (e.g., Cresta, Google Dialogflow, Microsoft Azure AI, AWS Lex).
- Experience supporting AI solutions in production/steady state environments.
- Strong analytical and problem solving skills.
- Understanding of conversational AI, NLP, and real time agent assistance.
- Ability to translate technical insights into clear, operationally relevant findings.
- Experience working in agile or continuous improvement environments.
- Excellent communication and stakeholder management skills.
- Ability to work independently and manage multiple priorities.
- Ability to translate technical concepts into business friendly language.
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