Senior Ai Support & Optimization Analyst (Antioquia)...

Senior AI Support & Optimization Analyst Email This Job Your First Name Your Last Name Your E-Mail Address Your First Name Your Last Name Your E-Mail Address E-Mail Address to Share With Subject Message Title : Senior AI Support & Optimization Analyst Department : Client Support Position Overview The Senior AI Support & Optimization Analyst leads initiatives to enhance and scale customer support operations through advanced AI implementation and optimization. This role focuses on designing AI-powered solutions that significantly increase support capacity while maintaining or improving quality, developing frameworks for measuring AI effectiveness, and driving continuous improvement of automated support capabilities. Job Responsibilities Develop and implement strategies to scale customer support operations through AI technologies Design and oversee implementation of new AI-powered support capabilities (intent recognition, sentiment analysis, predictive assistance) Create frameworks to measure the impact of AI on support capacity, efficiency, and quality Lead projects to increase automation rates and successful containment within AI systems Identify patterns in support volumes and customer needs to proactively enhance AI capabilities Collaborate with data science and engineering teams to improve AI models based on support interaction data Develop and implement governance frameworks for AI systems in customer support Create comprehensive dashboards showing AI contribution to support scale and efficiency Mentor junior analysts and provide technical guidance on support automation projects Lead cross-functional initiatives to integrate AI solutions across support channels Develop strategies to balance automation with appropriate human escalation paths Organizational Alignment Reports to : Director, AI & Governance This position has no direct reports Qualifications Bachelor's degree in Computer Science, Data Science, Business Analytics, or related field 3+ years of experience in support operations, AI implementation, or customer experience optimization Experience with capacity planning and support scaling strategies Knowledge of customer support metrics and performance indicators Experience in a SaaS environment with high-volume customer interactions is highly desirable Strategic thinking about support capacity and automation opportunities Understanding of customer journey optimization through AI Excellent verbal and written communication skills Fluent in English, both verbal and written. Ability to translate complex technical concepts for various audiences Problem-solving and decision-making abilities Team leadership and mentoring capabilities Support operations optimization experience #J-

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