Remote AI Operations Specialist: Transforming Customer Support

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

Benefits offered by this job

3 weeks’ vacation and 5 personal days

Comprehensive Medical, Dental, and Vis

Employee stock ownership and RRSP/401k

Lifestyle rewards

Remote work and more

Job summary

Cayenta, a division of Harris, is hiring an AI Operations Specialist to drive transformation across Cayenta Support by blending business analysis with AI technologies. This is a remote role for candidates in the US and Canada, with travel required approximately 25% and passport eligibility a must.

The role focuses on integrating AI tools, gathering stakeholder feedback, and developing scalable AI-driven processes to improve ticket resolution and customer satisfaction.

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 practical 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 quickly.

Responsibilities

• Drive Support transformation and continuous improvement by evaluating current processes and identifying pain points.
• Gather and analyze feedback from customers, Support teams, leadership, and stakeholders to translate into AI improvements.
• Examine ticket trends and metrics to identify opportunities to reduce customer effort and proactively improve the support experience.
• Identify high-value opportunities to use AI and automation to improve Support processes and resolution quality.
• Help design, configure, test, deploy, and improve AI tools used by Cayenta employees and customers.
• Serve as SME and escalation resource for AI-related tools and capabilities within Cayenta applications.
• Monitor AI performance, adoption, and impact; recommend improvements based on data.

Skills

Customer support

Business analysis

Process improvement

Technical aptitude

Generative AI

Project management

Education

Bachelor's degree or equivalent

Tools

SQL

APIs

Scripting

AI tools

Job description

Cayenta, a division of Harris, is hiring an AI Operations Specialist to drive transformation across Cayenta Support by blending business analysis with AI technologies. This is a remote role for candidates in the US and Canada, with travel required approximately 25% and passport eligibility a must.

The role focuses on integrating AI tools, gathering stakeholder feedback, and developing scalable AI-driven processes to improve ticket resolution and customer satisfaction.