Remote AI & Support Transformation Specialist

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

Job summary

Cayenta, a division of Harris, seeks an AI Operations Specialist to drive transformation in Cayenta Support by merging business analysis, customer insight, and AI tech. The role foregrounds automation, AI tooling, and responsible usage across departments, with travel as needed to support initiatives.

The ideal candidate will design and deploy AI tools, analyze ticket data, and partner with Product and R&D to ensure scalable AI capabilities for customers.

Qualifications

• 3+ years in customer support, business analysis, process improvement, or related role.
• Strong analytical and investigative skills with ability to identify problems and solutions.
• Experience evaluating business processes and implementing improvements.
• 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 processes and identifying pain points to improve satisfaction and efficiency.
• Gather and analyze feedback from customers, Support teams, and leadership to translate needs into AI improvements.
• Examine ticket trends and metrics 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.
• Develop prompts, workflows, knowledge sources, test scenarios, and documentation for AI solutions.
• Coordinate AI initiatives across teams from discovery through testing and adoption.

Skills

Analytical thinking

Customer service mindset

AI platforms knowledge

Communication

Project management

Independent work

Tools

APIs

SQL

Scripting

Job description

Cayenta, a division of Harris, seeks an AI Operations Specialist to drive transformation in Cayenta Support by merging business analysis, customer insight, and AI tech. The role foregrounds automation, AI tooling, and responsible usage across departments, with travel as needed to support initiatives.

The ideal candidate will design and deploy AI tools, analyze ticket data, and partner with Product and R&D to ensure scalable AI capabilities for customers.