Remote AI Operations Specialist: Transform Support with AI

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

Benefits offered by this job

3 weeks vacation

Medical, Dental, Vision insurance

Employee stock ownership

RRSP/401k matching

Remote work

Job summary

Cayenta, a division of Harris, seeks an AI Operations Specialist to drive transformation across Support by combining business analysis with AI-enabled tools. Remote work is welcomed for candidates in the US and Canada, with travel approx. 25% and passport/travel eligibility required.

The role focuses on evaluating processes, defining AI opportunities, and implementing solutions that boost customer satisfaction, efficiency, and employee effectiveness.

Qualifications

• 3+ years of experience in customer support, business analysis, process improvement, technical support, or related role.
• Strong analytical and investigative skills to identify problems and recommend solutions.
• Experience evaluating business processes and driving improvements from idea to implementation.
• Experience with generative AI and AI-assisted tools.
• Strong technical aptitude with the ability to learn new AI platforms quickly.
• Customer-service mindset focused on improving 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 AI use.

Responsibilities

• Drive Support transformation and continuous improvement by evaluating processes, identifying pain points, and recommending solutions to improve customer satisfaction and ticket resolution.
• Gather and analyze feedback from customers, Support teams, leadership and stakeholders to translate needs into actionable AI improvements.
• Examine ticket trends and metrics to identify opportunities to reduce customer effort and improve the support experience.
• Identify high-value opportunities to use AI, automation, and emerging technologies to improve Support workflows and resolution quality.
• Design, configure, test, deploy, and continuously improve AI tools used by Cayenta employees and customers.
• Serve as SME for AI tools and Cayenta AI capabilities; monitor performance and impact.
• Develop prompts, workflows, knowledge sources, test scenarios, and documentation for AI solutions.
• Coordinate AI initiatives across teams from discovery through testing, implementation, adoption, and measurement.

Skills

Analytical skills

Customer service

AI experience

Technical aptitude

Communication

Self-motivation

Project management

Tools

APIs

SQL

Scripting

Integrations

Job description

Cayenta, a division of Harris, seeks an AI Operations Specialist to drive transformation across Support by combining business analysis with AI-enabled tools. Remote work is welcomed for candidates in the US and Canada, with travel approx. 25% and passport/travel eligibility required.

The role focuses on evaluating processes, defining AI opportunities, and implementing solutions that boost customer satisfaction, efficiency, and employee effectiveness.