AI Solutions Analyst - Contact Center Technologies

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 tea...