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GEICO · 2 months ago

Contact Center AI Automation Analyst

Richardson, TX

Full-time

Hybrid

Senior Level, Lead/Staff

$82K/yr - $158K/yr

GEICO is a leading insurance company that focuses on providing exceptional customer service through innovative solutions. They are seeking a Senior Contact Center AI Automation Analyst to enhance their sales, service, and claims call center operations using RPA, AI, and Machine Learning technologies.

Auto InsuranceFinancial ServicesGovernmentInsuranceInternetMobile

No H1B

Responsibilities

Develop and implement business strategies and solutions for leveraging AI, Generative AI, and Robotic Processing Automation to improve operational quality and efficiency

Collaborate with stakeholders to identify opportunities for automation and define project scopes, timelines, deliverables, and KPIs

Scope and run pilots, operational tests, and controlled deployments of automation technologies to strengthen business case assumptions and optimize for rapid scalability

Oversee the design, development, and deployment of automation solutions, ensuring alignment with business goals and customer needs

Monitor and analyze performance metrics to evaluate the effectiveness of automation initiatives and identify areas for continuous improvement

Evaluate Virtual Assistants performance, identify gaps for improvement and optimize performance

Stay abreast of industry trends and emerging technologies to drive innovation and maintain a competitive edge

Foster a culture of collaboration, innovation, and continuous learning within the team and across the organization

Collaborate with the AWS Connect call center project team

Qualification

Contact center automationAIMachine LearningData analysisExcelPower BISQLPythonAWS cloud capabilitiesProcess mappingLeadership abilitiesCommunication skills

Required

Bachelor's degree in Data Science, Statistics, Computer Science, or a related field. A Master's degree is preferred

Prior experience with machine learning, AI and large language models application in operations

Proven track record of identifying and implementing process improvements in call center operations

Excellent analytical, problem-solving, and decision-making skills

Strong communication skills, with the ability to convey complex data insights to non-technical stakeholders

Strong understanding of auto insurance sales, service and claims operations

Experience in process mapping, data analysis, business case development

Experience with contact center automation, modernization, or transformation

Expertise in Excel and Power BI for data visualization and reporting

Experience with SQL and Python

Experience with IVR, Virtual Assistants, Machine Learning model development and application, large language models (LLMs), optimization and business performance measurement

Familiarity with AWS cloud capabilities (e.g., AWS Lambda, AWS Lexa, etc.), Amazon Connect, ETL processes, and data analysis

Preferred

Proficiency in Python for advanced data analysis and automation solutions development

Strong leadership abilities to guide and influence team members

Expertise in AI, Machine learning and large language models to develop and measure techniques and best practices

Benefits

Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.

Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.

Access to additional benefits like mental healthcare as well as fertility and adoption assistance.

Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

Company

GEICO

Glassdoor2.7

GEICO, Government Employees Insurance Company, has been providing affordable auto insurance since 1936. It is a sub-organization of Berkshire Hathaway.

Founded in 1936