AI Operations Specialist — Remote Transformation Lead

Harris Computer; Florida; Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

3 weeks vacation + 5 personal days

Comprehensive Medical, Dental, Vision

Employee stock ownership and RRSP/401k

Lifestyle rewards

Remote work and more

Job summary

Cayenta, a division of Harris, is seeking an AI Operations Specialist to drive transformation across Cayenta Support by blending business analysis, customer insights, and emerging AI technologies.

This is a remote role open to candidates anywhere in the United States and Canada; travel approximately 25% is required. You will design, deploy, and continuously improve AI tools to enhance ticket resolution, customer satisfaction, and employee effectiveness.

Qualifications

• 3+ years in customer support, business analysis, or related roles.
• Strong analytical and investigative skills to identify problems and craft solutions.
• Experience evaluating business processes and driving improvements from idea to implementation.
• Experience with or strong working knowledge of generative AI and AI-assisted tools.
• Ability to learn new AI platforms, applications, and technologies quickly.
• Customer-service mindset focused on improving customer and employee experience.
• Strong written and verbal communication, organization, and PM skills.
• Commitment to continuous learning, experimentation, documentation, and responsible AI use.

Responsibilities

• Drive transformation and continuous improvement by evaluating processes and identifying inefficiencies.
• Gather feedback from customers, Support teams, and leadership to translate needs into AI improvements.
• Analyze ticket trends and metrics to reduce customer effort and improve support experience.
• Identify opportunities to use AI, automation, and emerging tech to improve processes and consistency.
• Design, configure, test, and deploy AI tools used by Cayenta employees and customers.
• Serve as SME and escalation resource for AI tools and Cayenta applications.
• Monitor AI performance, adoption, and impact; suggest improvements based on findings.
• Develop prompts, workflows, knowledge sources, test scenarios, documentation, and standards.
• Coordinate AI initiatives across teams from discovery through testing, adoption, and measurement.
• Partner with Product and R&D to ensure AI capabilities are ready for rollout.
• Develop training materials and best practices for Support teams using AI capabilities.
• Champion responsible AI adoption and measure success across efficiency, satisfaction, and adoption.

Skills

AI-enabled tools

Customer support

Process improvement

Analytical skills

Communication

Project management

SQL

APIs

Tools

SQL

APIs

Automation tools

Job description

Cayenta, a division of Harris, is seeking an AI Operations Specialist to drive transformation across Cayenta Support by blending business analysis, customer insights, and emerging AI technologies.

This is a remote role open to candidates anywhere in the United States and Canada; travel approximately 25% is required. You will design, deploy, and continuously improve AI tools to enhance ticket resolution, customer satisfaction, and employee effectiveness.