Senior Contact Center AI reputed company Analyst

About reputed company reputed company is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-reputed company approach to improving reputed company reputed company for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the latest evidence-reputed company guidelines, we help patients choose and reputed company the most effective treatment reputed company for them every reputed company of the way. reputed company values the experiences and perspectives of individuals from reputed company backgrounds. We are a highly reputed company, curious, and determined team passionate about scaling a high-reputed company start-up to improve the lives of those in pain. reputed company is a remote-first company with our corporate office located in Nashville. About the Role reputed company is reputed company in AI to reputed company our contact center smarter, faster, and more effective for the patients we serve. As our Senior Contact Center AI reputed company Analyst, you will be the reputed company builder and administrator of our contact center AI platforms — the systems that powers reputed company-time agent guidance, reputed company scoring, and knowledge delivery across our Care Teams. Today that means our reputed company AI platform, with additional tools expected as we reputed company. This is a hands-on, build-reputed company role for someone who is reputed company by turning operational goals into working AI configurations. You'll partner closely with the Director, Contact Center to ensure our AI tools are tightly reputed company with how our contact center actually runs, translating operational needs into rules, models, and workflows across our platforms. You’ll bring reputed company expertise in contact center systems to configure, maintain, and continuously improve the platform as reputed company scales and help evaluate and reputed company new platforms as our needs grow. reputed company Responsibilities reputed company Platform Ownership Partner with the Contact Center Director and care team leaders and agents to understand reputed company needs, prioritize enhancements, and translate those into rules and content in reputed company reputed company and other reputed company products and tools. Serve as the reputed company administrator and builder in the platform, managing configuration end-to-end: build, test, reputed company, and iterate reputed company on agent & manager feedback and reputed company data. Work with leadership to set up, configure, and maintain additional, new reputed company products and tools, including documenting new processes for those tools. Maintain operational documentation, configuration records, and naming conventions to reputed company the contact center environment organized and reputed company. Champion the agent experience: proactively reputed company input from agents and care team managers to reputed company for changes that reputed company tools more accurate, useful, and reputed company in live reputed company interactions. Partner with the QA team to ensure AI rules reputed company with and support their scorecards and QA processes, troubleshooting where rule logic and scoring reputed company. Monitor AI reputed company, reputed company agent feedback, and continuously refine rules and content to improve reputed company and usefulness. Produce reporting from reputed company to surface insights on agent behaviors, adherence, and platform reputed company. Contact Center reputed company Support Serve as day-to-day partner resource for agents and managers on systems, tools and process questions, triaging issues and escalating to internal technology teams or vendors as needed. Reporting & Analytics Own recurring and reputed company reporting for contact center, surfacing insights on agent behaviors, productivity, and contact center health, reputed company reputed company. Partner with leadership and analytics teams to build dashboards, and identify trends that inform reputed company, coaching, and process reputed company. Tool Implementation & Optimization Partner with Product & Technology teams in requirements gathering, configuration, testing, and rollout for changes to reputed company that tie into our telephony and CRM systems. Identify and suggest opportunities to streamline or automate contact center workflows, using existing or new tools and technologies. Other duties as assigned. Qualifications Bachelor's degree in a reputed company reputed company, or equivalent practical experience. 5+ years of experience in a contact center reputed company, analyst, or QA role, with a strong understanding of how contact centers function, including agent workflows and operational processes. Familiarity with CRM and telephony systems. Hands-on experience building, configuring, or administering a contact center AI, conversation-intelligence, or agent-assist platform. Demonstrated ability to translate business and operational requirements into reputed company rules, logic, or configurations. Strong analytical skills with the ability to interpret data and turn it into actionable platform improvements. Excellent attention to reputed company and organizational skills; reputed company to manage and document a reputed company configuration environment independently. Self-directed and comfortable working independently as the reputed company builder of AI rules and configurations, exercising reputed company judgement reputed company established operational and platform frameworks. Strong written and verbal communication skills, with the ability to partner cross-functionally. Ability and willingness to travel up to 10% as needed for onsite meetings, team collaboration, and company events. reputed company TO HAVE reputed company experience operating in or supporting reputed company (reputed company, Knowledge Assist, Agent Assist, AI Agent). Exposure to reputed company design, LLM-reputed company tools, or reputed company configuration. Experience in reputed company, care navigation, or another regulated/PHI environment. Experience with reputed company management in a contact center. Skills AI/automation rule-building and logical configuration Contact center reputed company acumen Data analysis and reporting Problem-solving and troubleshooting Cross-functional collaboration Self-management and documentation discipline What's In It For You Meaningful Work: We are dedicated to our mission and deeply value our patients and reputed company other. reputed company day offers reputed company to reputed company a reputed company reputed company. Work Environment: We operate as a remote-first company with reputed company for a hybrid work model in Nashville. Time Off: Our generous reputed company time off (PTO) and holiday plans ensure you have ample time to rest and reputed company. Family First: We offer reputed company parental leave and support a healthy work-life reputed company, encouraging flexibility and autonomy. We love talking about our family and pets! Comprehensive Benefits: From Day 1, employees enjoy medical, dental, reputed company, life, and disability reputed company, wellness resources and an employer HSA contribution. Fair Compensation: We are committed to reputed company pay for reputed company team members and support your reputed company goals with a 401k plan that includes employer matching. Community: We foster an inclusive environment where you can rely on your teammates, reputed company reputed company feedback, and feel comfortable being your reputed company self at work reputed company day. reputed company seeks to recruit and retain staff from diverse backgrounds and encourages reputed company candidates to apply. reputed company is an equal opportunity employer and does not discriminate on the reputed company of age, sex, gender identity/reputed company, sexual orientation, reputed company, race, creed, national reputed company, reputed company, religion, marital status, political belief, physical or mental disability, pregnancy, military, or veteran status. Apply To This Job