AI Operations & Support Innovation Specialist

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

Benefits offered by this job

Vacation & personal days

Medical, dental, vision

RSU/401k matching

Lifestyle rewards

Remote work

Job summary

Cayenta, a division of Harris, seeks an AI Operations Specialist to drive change across Cayenta Support by blending business analysis, customer insight, and AI tech. Remote-friendly, travel ~25%, passport/visa readiness required for international travel.

Salary is 75K–85K, with opportunities to design, deploy, and optimize AI tools, prompts, workflows, and knowledge resources to improve ticket resolution and customer satisfaction.

Qualifications

• 3+ years of experience in customer support, business analysis, process improvement, technical support, or related roles; equivalent education and experience considered.
• Strong analytical and investigative skills with ability to identify problems and solutions.
• Experience evaluating business processes and driving improvements from idea to implementation.
• Experience with generative AI and AI-assisted tools.
• Strong technical aptitude and ability to learn new AI platforms, apps, and tech.
• Strong customer-service mindset with focus on customer and employee experience.
• Ability to work independently while collaborating across teams.
• Strong written and verbal communication, organization, and project‑management skills.
• Commitment to continuous learning, experimentation, documentation, and responsible use of AI.

Responsibilities

• Drive Support transformation and continuous improvement by evaluating processes and identifying pain points to boost customer satisfaction and efficiency.
• Gather and analyze feedback from customers, Support teams, leadership to translate into AI improvements.
• Analyze ticket trends and metrics to reduce customer effort and proactively improve the experience.
• Identify high-value AI opportunities to improve Support processes and automate repetitive tasks.
• Help design, configure, test, deploy, and improve AI tools used by Cayenta employees and customers.
• Serve as SME and escalation resource for AI tools and Cayenta AI capabilities.
• Monitor AI performance, adoption, and impact; recommend improvements.
• Develop prompts, workflows, knowledge sources, test scenarios, and operational standards for AI solutions.
• Coordinate AI initiatives across teams from discovery to rollout and measurement.
• Partner with Product and R&D to ensure new AI capabilities are supportable before customer rollout.
• Create training materials and knowledge articles for Support teams using AI.
• Champion responsible AI adoption across Customer Operations; demonstrate value through usage.
• Establish success metrics for improvements: efficiency, adoption, CSAT, ticket reduction, resolution time.
• Help define processes and operating model for future AI Support/Operations.

Skills

Analytical thinking

Customer service mindset

Communication skills

Project management

Independent work

Learning agility

Education

Equivalent education and experience

Tools

SQL

APIs

Scripting

Job description

Cayenta, a division of Harris, seeks an AI Operations Specialist to drive change across Cayenta Support by blending business analysis, customer insight, and AI tech. Remote-friendly, travel ~25%, passport/visa readiness required for international travel.

Salary is 75K–85K, with opportunities to design, deploy, and optimize AI tools, prompts, workflows, and knowledge resources to improve ticket resolution and customer satisfaction.