Senior Ai Support

hace 2 días

San Miguel de Tucumán, Argentina Sovos Compliance A tiempo completo

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.

**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

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