Remote AI Operations Specialist: Transform Support

Harris Computer; Maryland; A distancia; USD 75.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Vacation allowance

Healthcare benefits

Stock ownership

Retirement match

Lifestyle rewards

Remote work

Descripción de la vacante

Cayenta is seeking an AI Operations Specialist to drive change across Cayenta Support by combining business analysis, customer insight, and emerging AI technologies to improve workflows, ticket resolution, and customer satisfaction.

This is a remote role with candidates from the US and Canada; travel is required about 25% and requires a valid passport for international travel. The position offers a salary range of 75K–85K annually.

Formación

• 3+ years of experience in customer support, business analysis, process improvement, technical support, or a related role; equivalent education and experience will also be considered.
• 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 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 teams.
• Strong written and verbal communication, organization, and project-management skills.
• Commitment to continuous learning, experimentation, documentation, and responsible use of AI.

Responsabilidades

• 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 quality of 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.

Conocimientos

Analytical skills

Customer support

AI tools

Problem-solving

Communication

Project management

Independent work

Collaboration

Herramientas

APIs

SQL

Scripting

Integrations

Descripción del empleo

Cayenta is seeking an AI Operations Specialist to drive change across Cayenta Support by combining business analysis, customer insight, and emerging AI technologies to improve workflows, ticket resolution, and customer satisfaction.

This is a remote role with candidates from the US and Canada; travel is required about 25% and requires a valid passport for international travel. The position offers a salary range of 75K–85K annually.