Contact Center AI Automation Analyst

10 hours ago

Richardson TX United States GEICO Full time

Job Description: Contact Center AI & Machine Learning Automation

Job Title: Contact Center AI & Machine Learning Business Analyst

Location: Richardson, TX,

About Us:

GEICO provides exceptional customer service through innovative solutions and operational excellence. We are seeking talented and experienced Senior/Lead Contact Center AI & Machine Learning Analysts to join our team and drive our contact center operational excellence and automation initiatives.

Position Summary:

The Contact Center AI & Machine Learning Automation Analyst will play a pivotal role in transforming our sales, service and claims call center operations by leveraging RPA, AI and Machine Learning capabilities to enhance customer experience. This individual will identify, test, measure, monitor and optimize automation solutions in the contact center to increase operational efficiency and effectiveness. The ideal candidate will have a strong background in call center automation capabilities, proficiency in contact center AI tools implementation and application, measurement and optimization.

Key Responsibilities:

  • Develop and implement business strategies for leveraging AI, Generative AI, and Robotic Processing Automation to automate customer and agent tasks and improving operational quality and efficiency.
  • Collaborate with stakeholders to identify opportunities for automation and define project scopes, timelines, deliverables, and KPIs.
  • Scope and run pilots, operational tests, and controlled deployments of automation technologies to strengthen business case assumptions and optimize for rapid scalability
  • Oversee the design, development, and deployment of automation solutions, ensuring alignment with business goals and customer needs
  • Monitor and analyze performance metrics to evaluate the effectiveness of automation initiatives and identify areas for continuous improvement
  • Evaluate Virtual Assistants performance and identify gaps for improvement
  • Stay abreast of industry trends and emerging technologies to drive innovation and maintain a competitive edge.
  • Foster a culture of collaboration, innovation, and continuous learning within the team and across the organization
  • Collaborate with the AWS Connect call center project team

Skills Required:

  • Strong understanding of auto insurance sales, service and claims operations.
  • Experience in process mapping, data analysis, business case development
  • Experience with contact center automation, modernization, or transformation
  • Expertise in Excel and Power BI for data visualization and reporting
  • Working Knowledge of SAS, SQL or Python
  • Experience in IVR, Virtual Assistants, Machine Learning, large language models (LLMs), optimization and business performance measurement
  • Familiarity with AWS cloud capabilities (e.g., AWS Lambda, AWS Lexa, etc.), Amazon Connect, ETL processes, and data analysis

Preferred Skills:

  • Proficiency in Python for advanced data analysis and automation measurement
  • Strong leadership abilities to guide and influence team members.
  • Expertise in AI, Machine learning and large language models measurement techniques and best practices

Qualifications:

  • Bachelor’s degree in Data Science, Statistics, Computer Science, or a related field. A Master's degree is preferred.
  • Prior experience with machine learning, AI and large language models application in operations
  • Proven track record of identifying and implementing process improvements in call center operations
  • Excellent analytical, problem-solving, and decision-making skills.
  • Strong communication skills, with the ability to convey complex data insights to non-technical stakeholders.

#LI -LS1

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

Benefits:

As an Associate, you’ll enjoy our Total Rewards Program * to help secure your financial future and preserve your health and well-being, including:

  • Premier Medical, Dental and Vision Insurance with no waiting period**
  • Paid Vacation, Sick and Parental Leave
  • 401(k) Plan
  • Tuition Reimbursement
  • Paid Training and Licensures

*Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.

**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.

#J-18808-Ljbffr

  • Data Center Lead

    14 hours ago

    Washington, DC, United States Empower AI Full time

    Data Center Lead - Linux Job ID: 2024-7937 Job Locations: US-DC-WASHINGTON Category: IT: Administrator / Analyst / Architect / Engineer Type: Regular Full-Time Overview Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation....

  • Automation Analyst 1

    1 day ago

    , CT, United States Mountainside Treatment Center Full time

    Automation Analyst 1 (Temporary Full-Time) Canaan, CT & Virtual About the Position: The Automation Analyst 1 position will play a crucial role in designing, developing, and implementing automation solutions to improve operational efficiency across various departments. The Automation Analyst 1 will work closely with cross-functional teams to develop...

  • Business Consultant/Analyst

    1 day ago

    Sacramento, CA, United States HuLoop Automation Full time

    Business Consultant/Analyst - Software-as-a-Service (SaaS) HuLoop Automation is at the forefront of transforming the Global Work Intelligence Software Market with our radically simple, fast, and affordable software platform. We’re on a mission to democratize access to powerful AI-based, visual no-code process and test automation capabilities for businesses...

  • QA Automation Engineer

    2 days ago

    San Francisco, CA, United States Checksum AI, Inc. Full time

    About Us Checksum.ai is a well-funded, early-stage startup led by serial entrepreneurs with over $1B in exits to Salesforce and Microsoft. We’re at the cutting edge of AI, using machine learning to automatically QA software based on real user behavior. Our AI models learn how to use our customers’ applications and create realistic, durable tests,...

  • AI Engagement Director

    1 day ago

    Houston, TX, United States C3.ai, Inc. Full time

    C3.ai, Inc. (NYSE:AI) is a leading Enterprise AI software provider for accelerating digital transformation. The proven C3 AI Platform provides comprehensive services to build enterprise-scale AI applications more efficiently and cost-effectively than alternative approaches. The C3 AI Platform supports the value chain in any industry with prebuilt,...

  • Principal Engineer

    1 day ago

    Santa Barbara, CA, United States AI Technologies LLC. Full time

    Job Overview Job ID: J36993 Specialized Area: Job Title: Location: Duration: 10 Months Domain Exposure: Insurance, Government, Oil & Gas Work Authorization: Client: To Be Discussed Later Employment Type: W-2 (Consultant must be on our company payroll. C2C is not allowed) Located in breathtaking downtown Santa Barbara, centered in the vibrant, up-and-coming...

  • Director of Automation

    4 weeks ago

    Richmond, VA, United States Visionaire Partners Full time

    Director of Automation & AI/ML This is an awesome opportunity to join a global technology and services company that is a leader in its industry, and build a new team from the ground up! REQUIRED SKILLS:12+ years of professional experience6+ years of management and leadership experienceExperience hiring and building new teams from the ground upExperience...

  • Quantitative Analyst

    6 days ago

    Dallas, TX, United States DataAnnotation Full time

    We are looking for a quantitative analyst to join our team to train AI models. You will measure the progress of these AI chatbots, evaluate their logic, and solve problems to improve the quality of each model.In this role you will need to hold an expert level of scientific reasoning- a completed or in progress Masters/PhD is preferred but not required. Other...

  • Sales Director, C3 AI CRM

    14 hours ago

    New York, NY, United States C3 AI Full time

    Endless inspiration, meaningful work, talented team C3 AI is opening a new software development center in Guadalajara, Mexico. Software engineers in this center will help design, develop and maintain performant and scalable full-stack enterprise AI applications to solve what was previously unsolvable. Senior Software Engineer, Full-Stack C3 AI is looking for...

  • Contact Center Architect

    3 weeks ago

    Chicago, IL, United States Infinite Computer Solutions Inc Full time

    Work Location: Chicago, IL (onsite required) Ready to make your application Please do read through the description at least once before clicking on Apply. Required Skills: Contact Center Transformation, Genesys, CCaaS Roles and Responsibilities: Develop and manage the program roadmap and ensure the alignment of the overall design with application...

  • AI Abuse

    2 days ago

    San Francisco, CA, United States OpenAI Full time

    OpenAI The Intelligence and Investigations team seeks to rapidly detect and disrupt abuse in AI and generative AI technologies to ensure their safe use. We are dedicated to identifying emerging abuse trends, analyzing risks, and working with our internal partners to implement effective mitigation strategies to protect against misuse. Our efforts contribute...

  • Automation Project Analyst

    12 hours ago

    Greendale, WI, United States Citi Full time

    Citi Citi is a leading global bank for institutions with cross-border needs, a global provider in wealth management and a U.S. personal bank. The Automation Project Analyst role is part of the Process Automation Delivery Team in Identity & Access Management Organization within Citi, which is a division of the bigger Chief Information Security Office....

  • Experience Marketing Manager

    1 week ago

    Richardson, Texas, United States NICE Full time

    About the RoleWe are seeking an experienced Marketing Manager to join our team at NICE, a leading provider of customer experience analytics solutions. As a Senior Product Marketing Manager, you will play a key role in promoting our cutting-edge AI and analytics technology to customers worldwide.Key ResponsibilitiesDesign and develop marketing strategies to...

  • Accounting Automation Analyst

    4 weeks ago

    Phoenix, AZ, United States Pyramid Consulting, Inc Full time

    Immediate need for a talented Accounting Automation Analyst. This is a 06+months contract opportunity with long-term potential and is located in Phoenix, AZ (Hybrid). Please review the job description below and contact me ASAP if you are interested.Job ID: 24-48030Pay Range: $63 - $64/hour. Employee benefits include, but are not limited to, health insurance...

  • Cisco Contact Center Consultant

    4 weeks ago

    Chicago, IL, United States CDW Full time

    Cisco Contact Center ConsultantThe ideal candidate will be responsible for supporting our Cisco contact center solutions. This role requires a deep understanding of Cisco technologies, strong problem-solving skills, and the ability to work collaboratively with cross-functional teams.Key Responsibilities:- Experience and knowledge about the architect and...

  • Business Systems Analyst, Generative AI and Experimentation

    11 hours ago

    San Francisco, CA, United States Checkr Full time

    About Checkr Checkr builds people infrastructure for the future of work. We've designed a faster—and fairer—way to screen job seekers. Established in 2014, Checkr puts modern technology powered by machine learning in the hands of hiring teams, helping to hire great new people with an experience that’s fast, smooth, and safe. Checkr has over 100,000...

  • AI Engineer

    1 month ago

    Irving, TX, United States LSG Sky Chefs Full time

    AI EngineerLocation: Irving, TXTHIS ROLE DOES NOT OFFER SPONSORSHIP & VISA TRANSFERS WILL NOT BE CONSIDERED. Role Purpose Statement:The AI Engineer will play a key role in the development of new technology function within LSG Sky Chefs North America. This role will help drive and champion our AI expertise, helping research, plan, assess, implement and...

  • Weapons of Mass Destruction

    14 hours ago

    Arlington, VA, United States Ballygar AI Full time

    Weapons of Mass Destruction (WMD) Analyst Ballygar AI is seeking a mid-level Weapons of Mass Destruction (WMD) Analyst to support the Army G-2 Directorate of Foreign Intelligence as a subject matter expert (SME) on WMD threats. Provides analyst support to senior leadership on WMD threats, the CBRNE and counterterrorism nexus, missiles and delivery...

  • Sr Product Manager

    11 hours ago

    Chicago, IL, United States Motorola Solutions Full time

    Company Overview At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every...

  • Data Analyst

    6 days ago

    Lansing, MI, United States DataAnnotation Full time

    We are looking for a data analyst to join our team to train AI models. You will measure the progress of these AI chatbots, evaluate their logic, and solve problems to improve the quality of each model.In this role you will need to hold an expert level of mathematical reasoning- a completed or in progress Masters/PhD is preferred but not required. Other...