AI, Automation & Business Analysis (SPX)

Responsible for developing AI solutions, conducting business and data analysis, and identifying opportunities to improve CS operational efficiency. This role focuses on translating business needs and data insights into scalable solutions that improve productivity and customer experience.

Key Responsibilities:

• AI & Automation Development: Design, develop, test, and maintain AI-powered tools, scripts, and automation solutions to streamline CS workflows, reduce repetitive tasks, improve agent productivity and evaluating solution effectiveness
• Data Analysis & Business Insights: From the tools, analyze CS operational data and performance metrics to identify trends, root causes, process gaps, and improvement opportunities. Translate findings into actionable recommendations to improve productivity, contact rate, E2E resolution, and CSAT.
• Process Improvement & Automation Opportunities: Collaborate with the SOP team and CS Ops to review existing workflows, identify inefficiencies, and assess opportunities for process redesign, AI adoption, and automation.
• Continuous Improvement & Innovation: Explore emerging AI capabilities, analytical approaches, and automation tools to identify opportunities for further efficiency gains and support data-driven operational decisions.

• Bachelor's degree in Computer Science, Business Analytics, Information Systems, or a related field
• Hands-on coding experience through internships, academic projects, or professional work
• Strong analytical and problem-solving skills proficiency in GSheet/Excel, with SQL experience being an advantage
• Interest or experience in AI, automation, business analysis, and process improvement
• Strong communication and stakeholder collaboration skills
• Proactive, detail-oriented, and able to work independently