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AI Systems Analyst

CEDENT

Charlotte, NC

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JOB DETAILS
SKILLS
Analysis Skills, Artificial Intelligence (AI), Automation, Business Processes, Call Centers, Communication Skills, Cross-Functional, Customer Experience, Customer Relations, Customer Support/Service, Customer/Client Research, Documentation, Functional Analysis, IBM Product Family, Information Technology & Information Systems, Microsoft Product Family, Modeling Languages, Needs Assessment, Prism, Process Improvement, System Operations, Systems Analysis, Team Player, Technical Delivery, Technical Operations, Telecommunications Industry
LOCATION
Charlotte, NC
POSTED
30+ days ago

AI ANALYST (BPA/AI) REQUIREMENETS:
  • 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.
 
PLUS SKILLS:
  • Previous Call Center/Contact Center RPA and AI implementation project experience ideally within the Telecommunications industry.
 
AI ANALYST (RPA/AI) RESPONSIBILITIES:
  • 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.

About the Company

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CEDENT

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