Remote AI Operations Specialist

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

Benefits offered by this job

Remote work

3 weeks vacation and 5 personal days

Medical, Dental, Vision benefits

Employee stock ownership and RRSP/401k

Job summary

Cayenta is seeking an AI Operations Specialist to drive transformation in Cayenta Support by leveraging business analysis, customer insights, and AI technologies. This remote role supports candidates in the US and Canada with travel up to 25%.

You will design, deploy, and continuously improve AI solutions, monitor performance, and collaborate across Product and R&D for scalable capabilities. The role emphasizes learning, governance, and responsible AI use while delivering measurable improvements

Qualifications

• 3+ years of experience in customer support, business analysis, process improvement, technical support, or a related role.
• Strong analytical and investigative skills with the ability to identify problems, understand customer needs, and recommend practical solutions.
• Experience evaluating business processes and helping drive improvements from idea through implementation.
• Experience with or strong working knowledge of 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, identifying pain points and inefficiencies, and recommending solutions that improve customer satisfaction, ticket resolution, and employee effectiveness.
• Gather and analyze feedback from customers, Support teams, leadership, and other stakeholders to understand business needs and translate them into actionable process, technology, and AI improvements.
• Examine ticket trends, customer interactions, support metrics, and recurring issues to identify opportunities to reduce customer effort and proactively improve the support experience.
• Identify high-value opportunities to use AI, automation, and emerging technologies to improve Support processes, reduce repetitive work, accelerate resolution, and increase the quality and consistency of customer interactions.
• Help design, configure, test, deploy, and continuously improve AI tools used by Cayenta employees and customers.
• Serve as a subject matter expert and escalation resource for AI-related tools and capabilities, including AI functionality embedded within Cayenta applications.
• Monitor AI performance, accuracy, adoption, customer feedback, and business impact and recommend improvements based on findings.
• Develop and maintain prompts, workflows, knowledge sources, test scenarios, documentation, and operational standards for AI solutions.
• Coordinate AI and Support improvement initiatives across teams, helping move ideas from discovery through testing, implementation, adoption, and measurement.
• Partner with Product and R&D to ensure new AI capabilities are supportable and operationally ready before customer rollout.
• Develop training, troubleshooting procedures, knowledge articles, and best practices for Support teams using or supporting AI capabilities.
• Champion responsible and effective AI adoption throughout Customer Operations, helping employees understand not just how to use AI tools, but where they can create meaningful value.
• Establish measurements of success for improvement initiatives, including operational efficiency, adoption, customer satisfaction, ticket reduction, resolution time, and employee experience.
• Help define the processes and operating model for a future AI Support/Operations function as Cayenta's AI portfolio grows.

Skills

Analytical thinking

Customer service mindset

Project management

Cross-functional collaboration

Strong communication

Continuous learning

Tools

APIs

SQL

Automation

AI platforms

Prompt design

Job description

Cayenta is seeking an AI Operations Specialist to drive transformation in Cayenta Support by leveraging business analysis, customer insights, and AI technologies. This remote role supports candidates in the US and Canada with travel up to 25%.

You will design, deploy, and continuously improve AI solutions, monitor performance, and collaborate across Product and R&D for scalable capabilities. The role emphasizes learning, governance, and responsible AI use while delivering measurable improvements