Implementations Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Implement the AI adoption strategy that aligns with contact center efficiency, revenue generation, and customer experience.

• Convert enterprise AI projects into actionable use cases focusing on dialer strategy, segmentation, and workforce performance.

• Enhance dialer and contact strategies, including predictive dialing, timing, frequency, channel selection, and lead prioritization.

• Collaborate with campaign teams to enhance segmentation, boost conversion rates, conduct A/B testing, and track performance.

• Facilitate the integration of AI solutions into CRM systems, dialer platforms, and campaign management tools.

• Promote the adoption of AI solutions among agents, supervisors, and campaign teams through workflow-integrated solutions.

• Manage stakeholder collaboration among operations, campaign teams, and IT/Data/AI partners.

• Evaluate operational impacts, risks, and readiness; create targeted risk mitigation strategies.

• Provide clear communication and hands-on training regarding AI tools and decision support systems.

• Monitor and enhance performance metrics, such as dialer efficiency, campaign ROI, and agent productivity, in collaboration with analytics teams.

⛳️ Requirements

• 5–8+ years of experience in operations transformation, change management, or leadership within contact centers.

• Background in both inbound and outbound call center environments.

• Comprehensive understanding of dialers (both predictive and progressive) and campaign segmentation strategies.

• Experience in supporting digital, automation, or AI-related initiatives.

• A Bachelor’s degree is required; a change management certification (e.g., Prosci) is preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.