Contact Center Analytics & AI Lead

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.

As the Contact Center Analytics & AI Lead, you will be responsible for developing and implementing advanced analytical models, AI solutions, and performance metrics that provide insights into customer interactions, agent performance, and operational efficiency. Your expertise will be essential in creating a culture of innovation and continuous improvement in our contact center.

Key Responsibilities:

• 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

• Bachelor’s degree in Data Science, Business Analytics, Computer Science, or a related field; Master’s degree preferred.
• 7+ years of experience in analytics within a contact center or customer service environment.
• Proven experience with AI technologies and their applications in customer service.
• Strong analytical skills with expertise in statistical analysis, data mining, and predictive modeling.
• Proficient in analytical tools and programming languages (e.g., Python, R, SQL, Tableau, or similar).
• Experience with machine learning algorithms and techniques.
• Excellent communication skills, able to present insights clearly to both technical and non-technical audiences.
• Strong project management skills and ability to lead cross-functional teams.
• Knowledge of customer experience metrics and industry best practices.
• Passion for utilizing data and technology to drive successful outcomes in customer service.

Benefits

• Remote Model
• Time Flexibility
• Relocation after 6months based on performance