Automation and Artificial Intelligence Analyst

Skills

About the Role

You will identify and improve Contact Center operational processes by turning manual work into intelligent, scalable workflows. You will build and maintain automations, platform integrations, generative AI agents, and knowledge bases, while monitoring active bots and documenting improvements.

Requirements

• Recently graduated technologist or professional in Systems Engineering, Software Engineering, Data Engineering, or a related field.
• At least 1 year of experience designing or implementing automation and artificial intelligence solutions.
• Experience mapping, documenting, and optimizing operational processes in high-volume environments such as Contact Centers, operations, or Shared Services.
• Experience implementing automations to improve operational efficiency KPIs, reduce repetitive tasks, and optimize handling times.
• Experience developing automated workflows with n8n, Zapier, or Power Automate.
• Experience using generative AI models and prompt engineering for operational processes.
• Basic API and webhook integration skills and JSON handling.
• Experience coordinating with cross-functional teams to translate operational needs into technology solutions.
• Knowledge of n8n, Zapier, or Power Automate.
• Knowledge of prompt engineering, Claude, and LLMs.
• Knowledge of Jira Service Management.
• Knowledge of JSON and Google Sheets.
• Basic JavaScript or Google Apps Script knowledge.

Responsibilities

• Identify automation opportunities in Contact Center operational processes to improve efficiency and scalability.
• Design and build automated workflows using no-code and low-code tools such as n8n, Zapier, and Power Automate.
• Conduct operational shadowing to map manual processes, identify friction points, and propose solutions.
• Support the implementation of generative AI agents for content automation, analysis, and operational evaluations.
• Apply prompt engineering techniques to optimize language-model use in high-impact tasks.
• Support the development and maintenance of RAG knowledge bases for AI solutions.
• Configure and maintain integrations across Zendesk, Jira, Aircall, Amazon Connect, and Tableau.
• Monitor bots and active automations, perform corrective maintenance, and document improvements.

Benefits

• Team events.
• Employee discounts.
• Required work equipment.
• Free coffee.