NRG Energy

3 weeks ago

AI Solutions Analyst - Contact Center Technologies (Calgary, AB, CA, T2P3S8)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Operate, support, and optimize AI-enabled contact center solutions in production, including configuring AI workflows, monitoring performance, and troubleshooting issues. Support release readiness with testing, validation, deployment support, and post-release monitoring. Use operational and customer metrics to track AI adoption and effectiveness, analyze interaction data for improvements, and maintain feedback loops. Assist with new AI initiatives from requirements through steady-state transition while ensuring compliance with data privacy, security, and responsible AI standards.

Location: Calgary

Workplace: Onsite

Employment Type: Full time

Job Function: Data Science & Machine Learning

Seniority: Mid level

Key Responsibilities

•Operate, support, and optimize AI-enabled contact center solutions in production, including real-time agent assist, AI-driven insights, and virtual agent capabilities.
•Configure and maintain AI workflows using low-code/no-code platforms, aligned with established standards and operating rhythms.
•Support release readiness activities including testing, validation, deployment support, and post-release monitoring.
•Troubleshoot workflow degradation, performance issues, and data quality concerns impacting frontline execution; maintain accurate documentation.
•Monitor AI adoption/effectiveness using customer and operational metrics, analyze interaction data, and execute continuous improvement initiatives including tuning models and refining workflows.

Key Requirements

•Bachelor’s degree in Computer Science, Data Analytics, Business, or related field; or equivalent experience.
•3+ years of experience in contact center operations, applied AI enablement, analytics, or continuous improvement.
•Experience with one or more CRM/contact center platforms such as NiCE, SAP CRM, Salesforce, Genesys, or Five9.
•Familiarity with AI platforms such as Cresta, Google Dialogflow, Microsoft Azure AI, or AWS Lex.
•Strong analytical and problem-solving skills, including translating technical insights into operationally relevant findings.

Experience:Contact centerAIAnalyticsContinuous improvement

Education:Bachelor's in Computer Science, Data Analytics, Business

Skills:AnalyticalProblem-solvingCommunicationStakeholder managementIndependent workPriority managementTranslating technical concepts

Tech Stack:AIContact center solutionsLow-codeNo-codeNiCESAP CRMSalesforceGenesysFive9CrestaGoogle DialogflowMicrosoft Azure AIAWS LexDashboardsReports

Company Brief

NRG Energy

NRG Energy is a large integrated power company that owns and operates a diverse fleet of power generation assets and provides retail electricity services, energy solutions, and distributed energy resources to residential and commercial customers.

Industry: Utilities

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Houston, United States

Founded: 1989

Website LinkedIn

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NRG Energy

3 weeks ago

AI Solutions Analyst - Contact Center Technologies (Calgary, AB, CA, T2P3S8)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Location: Calgary

Workplace: Onsite

Employment Type: Full time

Job Function: Data Science & Machine Learning

Seniority: Mid level

Key Responsibilities

•Operate, support, and optimize AI-enabled contact center solutions in production, including real-time agent assist, AI-driven insights, and virtual agent capabilities.
•Configure and maintain AI workflows using low-code/no-code platforms, aligned with established standards and operating rhythms.
•Support release readiness activities including testing, validation, deployment support, and post-release monitoring.
•Troubleshoot workflow degradation, performance issues, and data quality concerns impacting frontline execution; maintain accurate documentation.
•Monitor AI adoption/effectiveness using customer and operational metrics, analyze interaction data, and execute continuous improvement initiatives including tuning models and refining workflows.

Key Requirements

•Bachelor’s degree in Computer Science, Data Analytics, Business, or related field; or equivalent experience.
•3+ years of experience in contact center operations, applied AI enablement, analytics, or continuous improvement.
•Experience with one or more CRM/contact center platforms such as NiCE, SAP CRM, Salesforce, Genesys, or Five9.
•Familiarity with AI platforms such as Cresta, Google Dialogflow, Microsoft Azure AI, or AWS Lex.
•Strong analytical and problem-solving skills, including translating technical insights into operationally relevant findings.

Experience:Contact centerAIAnalyticsContinuous improvement

Education:Bachelor's in Computer Science, Data Analytics, Business

Skills:AnalyticalProblem-solvingCommunicationStakeholder managementIndependent workPriority managementTranslating technical concepts

Tech Stack:AIContact center solutionsLow-codeNo-codeNiCESAP CRMSalesforceGenesysFive9CrestaGoogle DialogflowMicrosoft Azure AIAWS LexDashboardsReports

Company Brief

NRG Energy

Industry: Utilities

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Houston, United States

Founded: 1989

Website LinkedIn