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—responsible for configuring AI workflows, monitoring performance, resolving issues, and turning operational insights into measurable improvements for agents and customers. The AI Solutions Analyst executes against defined priorities, operating rhythms, and standards established by the Team Lead to ensure AI solutions are stable, trusted, adopted, and delivering sustained business value.

Key Responsibilities

AI Operations & Solution Support

• 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‑co...