Become an integral part of NRG as an AI Solutions Specialist, focusing on innovative contact center technologies. Drive performance improvement through AI insights in Calgary, Alberta.
This role involves the direct management of AI solutions to support Customer Care operations. You will optimize workflows, conduct tests, and analyze performance metrics to elevate both agent effectiveness and customer satisfaction. Engaging closely with teams, you will implement AI strategies that truly enhance service delivery.
Key Responsibilities:
• Manage and optimize AI-enabled contact center workflows
• Analyze data to identify performance insights
• Support new AI initiatives and pilots
• Ensure compliance with ethical AI standards
• Document changes and operational impacts accurately
Requirements:
• Bachelor’s Degree in Computer Science or similar
• 3+ years in AI enablement or contact center operations
• Experience with tools like SAP CRM or Genesys
• Excelle...