Contact Center AI Automation Analyst

Job Description : Contact Center AI & Machine Learning Automation

Job Title

Contact Center AI & Machine Learning Business Analyst

Location

Richardson, TX, Palo Alto, CA, Seattle, WA, Tampa, FL,

This role is not eligible for sponsorship now or in the future.

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 and solutions for leveraging AI, Generative AI, and Robotic Processing Automation to improve 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, identify gaps for improvementand optimize performance

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

Experience with SQL and Python

Experience with IVR, Virtual Assistants, Machine Learning model development and application, 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 solutions development

Strong leadership abilities to guide and influence team members.

Expertise in AI, Machine learning and large language models to develop and measure 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.

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Annual Salary

$82,000.00 - $157,850.00

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate / annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate's work experience, education and training, the work location as well as market and business considerations.

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

The GEICO Pledge

Great Company

At GEICO, we help our customers through life's twists and turns. Our mission is to protect people when they need it most and we're constantly evolving to stay ahead of their needs.

We're an iconic brand that thrives on innovation, exceeding our customers' expectations and enabling our collective success. From day one, you'll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on people's lives.

Great Careers

We offer a career where you can learn, grow, and thrive through personalized development programs, created with your career – and your potential – in mind. You'll have access to industry leading training, certification assistance, career mentorship and coaching with supportive leaders at all levels.

Great Culture

We foster an inclusive culture of shared success, rooted in integrity, a bias for action and a winning mindset. Grounded by our core values, we have an an established culture of caring, inclusion, and belonging, that values different perspectives. Our teams are led by dynamic, multi-faceted teams led by supportive leaders, driven by performance excellence and unified under a shared purpose.

As part of our culture, we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers.

Great Rewards

We offer compensation and benefits built to enhance your physical well-being, mental and emotional health and financial future.

Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family's overall well-being.

Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.

Access to additional benefits like mental healthcare as well as fertility and adoption assistance.

Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

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.

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