AI-Driven Support Operations Specialist

Harris Computer; Washington (District of Columbia); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

3 weeks vacation

Medical, Dental, Vision

Stock ownership RRSP/401k matching

Remote work

Lifestyle rewards

Job summary

Cayenta, a division of Harris, seeks an AI Operations Specialist to drive change across Cayenta Support by blending business analysis, customer insights, and AI technologies. This remote role welcomes candidates in the US and Canada with travel as needed.

You will help design, deploy, and optimize AI tools, ensuring security and compliance while improving ticket resolution and customer satisfaction. Ideal candidates have 3+ years in related roles, strong analytical skills, and experience with

Qualifications

• 3+ years of experience in customer support, business analysis, process improvement, technical support, or related role.
• Strong analytical and investigative skills to identify problems, understand customer needs, and propose practical solutions.
• Experience evaluating business processes and driving improvements from idea through implementation.
• Experience with generative AI and AI-assisted tools.
• Strong technical aptitude and the ability to quickly learn new AI platforms, applications, and technologies.
• Strong customer-service mindset with a focus on improving the customer and employee experience.
• Ability to work independently while collaborating effectively across Support, Product, R&D, and other teams.
• Strong written and verbal communication, organization, and project-management skills.
• A commitment to continuous learning, experimentation, documentation, and responsible use of AI.

Responsibilities

• Drive Support transformation and continuous improvement by evaluating current processes and identifying pain points and inefficiencies.
• Gather and analyze feedback to translate business needs into AI improvements.
• Examine ticket trends and metrics to identify opportunities to reduce customer effort and improve experience.
• Identify opportunities to use AI, automation, and emerging technologies to improve Support processes and resolution quality.
• Develop training materials, knowledge articles, and best practices for Support teams using AI capabilities.
• Coordinate AI and Support improvement initiatives across teams from discovery through measurement.

Skills

Analytical skills

Generative AI

AI-assisted tools

Customer service mindset

Independent work

Cross-functional collaboration

Project management

Communication

Learning mindset

Tools

SQL

APIs

Job description

Cayenta, a division of Harris, seeks an AI Operations Specialist to drive change across Cayenta Support by blending business analysis, customer insights, and AI technologies. This remote role welcomes candidates in the US and Canada with travel as needed.

You will help design, deploy, and optimize AI tools, ensuring security and compliance while improving ticket resolution and customer satisfaction. Ideal candidates have 3+ years in related roles, strong analytical skills, and experience with