Job Description

• Ideally possess 5+ years of professional experience working as a techno-functional  Analyst throughout their career while possessing recent experience implementing AI tools into a call-center/contact-center environment.
• Knowledge of Large Language Models (LLM) - primarily seen within a customer service/call-center environment.
• Must have either hands on experience of functional experience supporting/implementing Robotic Process Automation (RPA) tools including but not limited to: UiPath, Blue Prism, IBM RPA, Microsoft Power Automate, etc.
• Proven ability to collaborate with cross functional teams, gathering user requirements, documenting processes, suggesting process improvements, and communicating evidence for implementing improvements to higher level management teams.
• Exudes personable communication skills while being motivated to learn and grow.
• Local to Charlotte, NC or open to relocating within 2 weeks after acceptance.

• Previous Call Center/Contact Center RPA and AI implementation project experience ideally within the Telecommunications industry.

• Review, analyze, and evaluate information technology systems operations to understand where efficiencies can be implemented to create improvements to the overall customer experience.
• Determine user needs and requirements and recommend ways to improve RPA systems specifically by implementing the right AI tool/technology that will fill the gaps that are currently missing.
• Review current manual processes, identify what can be automated using AI tools, and support teams to implement automated processes from a technical perspective by driving timelines throughout the produce lifecycle.
• Serve as the primary point of contact between users and engineering/development staff
• Support the process of translating business needs into formal technical requirement deliverables.

Department: Preferred Vendors
This is a contract position

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