AI Operations Lead — Remote Support Transformation
Harris Computer
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Benefits offered by this job
Job summary
Cayenta, a division of Harris, seeks an AI Operations Specialist to drive transformation across Cayenta Support by blending business analysis, customer insight, and AI technologies. Remote work is welcomed for US/Canada candidates; travel about 25% is required.
The role focuses on identifying inefficiencies, deploying AI tools, and improving customer interactions while maintaining security and compliance standards. You will collaborate with Product and R&D to operationalize AI capabilities.
Qualifications
- 3+ years in customer support, business analysis or similar roles.
- Experience with generative AI and AI-assisted tools.
- Ability to quickly learn new AI platforms and technologies.
- Strong customer-service mindset to improve customer and employee experience.
- Excellent written and verbal communication; ability to collaborate cross-functionally.
Responsibilities
- Drive support transformation and continuous improvement.
- Gather feedback from customers, Support teams and leadership.
- Analyze ticket trends and metrics to reduce customer effort.
- Identify high-value AI opportunities to improve processes and interactions.
- Design, configure, test, deploy, and improve AI tools.
- Serve as SME and escalation resource for AI tools and Cayenta apps.
- Monitor AI performance and business impact; recommend improvements.
- Develop prompts, workflows, knowledge sources, and documentation.
- Coordinate AI initiatives across teams; support rollout and adoption.
- Partner with Product and R&D to ensure operational readiness.
- Develop training materials and best practices for Support teams.
Skills
Tools
Job description
Cayenta, a division of Harris, seeks an AI Operations Specialist to drive transformation across Cayenta Support by blending business analysis, customer insight, and AI technologies. Remote work is welcomed for US/Canada candidates; travel about 25% is required.
The role focuses on identifying inefficiencies, deploying AI tools, and improving customer interactions while maintaining security and compliance standards. You will collaborate with Product and R&D to operationalize AI capabilities.
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