Contact Center AI Automation Analyst

About the Role

Key Responsibilities

• Develop and implement business strategies for leveraging AI, Generative AI, and Robotic Processing Automation to automate customer and agent tasks and improve operational quality and efficiency.
• Collaborate with stakeholders to identify opportunities for automation and define project scopes, timelines, deliverables, and KPIs.
• Scope and run pilots, operational tests, and controlled deployments of automation technologies to strengthen business case assumptions and optimize for rapid scalability.
• Oversee the design, development, and deployment of automation solutions, ensuring alignment with business goals and customer needs.
• Monitor and analyze performance metrics to evaluate the effectiveness of automation initiatives and identify areas for continuous improvement.
• Evaluate Virtual Assistants performance and identify gaps for improvement.
• Stay abreast of industry trends and emerging technologies to drive innovation and maintain a competitive edge.
• Foster a culture of collaboration, innovation, and continuous learning within the team and across the organization.

Requirements

• Strong understanding of auto insurance sales, service, and claims operations.
• Experience in process mapping, data analysis, and business case development.
• Experience with contact center automation, modernization, or transformation.
• Expertise in Excel and Power BI for data visualization and reporting.
• Working knowledge of SAS, SQL, or Python.
• Experience in IVR, Virtual Assistants, Machine Learning, large language models (LLMs), optimization, and business performance measurement.
• Familiarity with AWS cloud capabilities (e.g., AWS Lambda, AWS Lexa), Amazon Connect, ETL processes, and data analysis.
• Bachelor's degree in Data Science, Statistics, Computer Science, or a related field; a Master's degree is preferred.
• Prior experience with machine learning, AI, and large language models application in operations.
• Proven track record of identifying and implementing process improvements in call center operations.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication skills to convey complex data insights to non-technical stakeholders.

Nice to Have

• Proficiency in Python for advanced data analysis and automation measurement.
• Strong leadership abilities to guide and influence team members.
• Expertise in AI, Machine learning, and large language models measurement techniques and best practices.

Qualifications

• Bachelor's degree in Data Science, Statistics, Computer Science, or a related field.
• A Master's degree is preferred.
• Prior experience with machine learning, AI, and large language models in operations.
• Proven track record of process improvements in call center operations.

Benefits & Perks

• Market-competitive compensation and benefits.
• 401K savings plan vested from day one with a 6% match.
• Performance and recognition-based incentives.
• Tuition assistance.
• Mental healthcare, fertility, and adoption assistance.
• Workplace flexibility and GEICO Flex program allowing remote work from anywhere in the US for up to four weeks per year.