Customer Operations Tech & AI Analyst

Socket.dev; Edmonton; On-site; CAD 80,000 - 105,000; Full time

Benefits offered by this job

Competitive compensation

Job summary

ATCO Gas & Pipelines in Edmonton, AB, seeks a Technology Analyst to drive technology adoption, analytics, AI innovation, and process improvement in Customer Operations. You will lead technologies, report on customer metrics, and develop Power BI dashboards to enable data-driven decisions.

The role requires a Bachelor's degree and 2–5 years' experience in a customer service utility environment, with strong communication and analytical skills. A dynamic, collaborative culture is offered.

Qualifications

• Bachelor's degree or equivalent; relevant field preferred.
• 2–5 years' experience in a customer operations/utility environment.
• Excellent written and verbal communication; ability to facilitate meetings.
• Strong interpersonal and analytical problem-solving skills.
• Ability to compile, analyze and report information accurately and timely.
• Proficiency with Microsoft Office 365; experience with Salesforce, Power BI, and related tools.

Responsibilities

• Lead technologies for Customer Operations and support AI implementation for sentiment analysis.
• Report on customer satisfaction metrics using Salesforce, Survey Monkey, Genesys, SQM, and SharePoint.
• Develop and enhance Power BI dashboards for data-driven decisions.
• Analyze processes to identify improvements and provide implementation recommendations.
• Engage vendors/partners; facilitate workshops to drive improvements.
• Apply change management to implement training materials and dashboards.

Skills

Communication skills

Analytical thinking

Problem solving

Education

Bachelor's degree in business management, Engineering, Information Technology, or equivalent

Tools

Power BI

Salesforce

Genesys

Rise Articulate

iGrafx

Job description

ATCO Gas & Pipelines in Edmonton, AB, seeks a Technology Analyst to drive technology adoption, analytics, AI innovation, and process improvement in Customer Operations. You will lead technologies, report on customer metrics, and develop Power BI dashboards to enable data-driven decisions.

The role requires a Bachelor's degree and 2–5 years' experience in a customer service utility environment, with strong communication and analytical skills. A dynamic, collaborative culture is offered.