RPA & Process Automation Lead - Contact Centers

NiSource Inc.; Kentucky; On-site; USD 82,000 - 123,000; Full time

Job summary

NiSource Inc. is seeking a Process Automation Specialist to design, develop, and implement automation solutions across Customer Care Center operations.

You will troubleshoot issues, liaison with IT, and help drive performance improvements using Visual Studio, Pega, Access, and SQL databases. The role requires working with onshore/offshore teams, handling test plans, and providing production support, including nights or weekend shifts as needed.

Qualifications

• Strong ability to design, code, test, and implement automation solutions.
• Experience with automation in call-center or customer-care contexts is preferred.
• Ability to learn new technologies and adapt to evolving environments.

Responsibilities

• Design, develop, code, test, and implement automation tool solutions to improve operations.
• Collaborate with CCC Operations and other partners to identify automation opportunities.
• Analyze performance data to determine where automation can enhance metrics.
• Develop project plans for implementation and manage related issues.
• Coordinate with IT on IT initiatives and production support activities.

Skills

RPA programming

VBA

Call center ops

Analytical skills

Education

Bachelor's degree or certification in Computer programming/management

Tools

M365 Office

Job description

NiSource Inc. is seeking a Process Automation Specialist to design, develop, and implement automation solutions across Customer Care Center operations.

You will troubleshoot issues, liaison with IT, and help drive performance improvements using Visual Studio, Pega, Access, and SQL databases. The role requires working with onshore/offshore teams, handling test plans, and providing production support, including nights or weekend shifts as needed.