Contact Center Analytics & AI Lead - Remote

Overview

BlackStone eIT is on the lookout for a skilled Contact Center Analytics & AI Lead to spearhead our analytics initiatives and artificial intelligence strategies within our contact center operations. In this impactful role, you will leverage data analytics and AI technologies to enhance customer experiences, optimize operations, and drive data-driven decision-making.

In Short

• Design and implement analytics frameworks and AI solutions to improve customer experience and operational effectiveness.
• Analyze customer interaction data to identify trends, patterns, and areas for improvement.
• Develop predictive models to enhance agent performance and customer satisfaction.
• Lead initiatives to integrate AI technologies such as chatbots, natural language processing, and machine learning to optimize workflows.
• Collaborate with cross-functional teams to ensure alignment of analytics initiatives with business objectives.
• Provide insights and strategic recommendations based on data analysis to inform decision-making at all levels.
• Monitor and report on key performance indicators (KPIs) related to contact center effectiveness.
• Stay current with industry trends, tools, and methodologies in analytics and AI applications.

Requirements

• Proven experience in data analytics and AI technologies.
• Strong understanding of customer experience management.
• Experience in developing predictive models.
• Familiarity with chatbots and natural language processing.
• Ability to collaborate with cross-functional teams.
• Excellent communication and strategic thinking skills.
• Knowledge of performance metrics and KPIs.
• Up-to-date with industry trends in analytics and AI.

Benefits

• Opportunity to lead innovative projects.
• Collaborative and dynamic work environment.
• Professional development opportunities.
• Competitive salary and benefits package.
• Work with cutting-edge technologies.