Direct Energy Business
AI Solutions Analyst - Contact Center Technologies
Job Description
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.
Key Responsibilities
Operate, support, and optimize AI‑enabled contact center solutions in production, including real‑time agent assist, AI‑driven insights, and virtual agent capabilities.
Configure and maintain AI workflows using low‑code / no‑code platforms in alignment with established standards and operating rhythms.
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 impacting frontline execution.
Maintain accurate documentation of configurations, changes, and operational impacts.
Provide day‑to‑day operational support to end users and partner teams to ensure reliable execu...
Key Responsibilities
Operate, support, and optimize AI‑enabled contact center solutions in production, including real‑time agent assist, AI‑driven insights, and virtual agent capabilities.
Configure and maintain AI workflows using low‑code / no‑code platforms in alignment with established standards and operating rhythms.
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 impacting frontline execution.
Maintain accurate documentation of configurations, changes, and operational impacts.
Provide day‑to‑day operational support to end users and partner teams to ensure reliable execu...