NRG Energy

1 week ago

AI Solutions Analyst - Contact Center Technologies

✓ 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

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 tools, monitor performance, troubleshoot issues, and support release readiness and post-release monitoring. Track adoption and effectiveness using contact-center metrics, analyze interaction data, and execute continuous improvement initiatives. Ensure 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; maintain accurate documentation of configurations, changes, and operational impacts.
•Support release readiness activities (testing, validation, deployment support) and post-release monitoring; troubleshoot workflow degradation, performance issues, and data quality concerns.
•Monitor AI adoption, usage, and effectiveness using metrics such as AHT, FCR, NPS, and ASAT; analyze interaction data to identify trends and opportunities for improvement.
•Execute continuous improvement initiatives, including tuning models, refining workflows, improving agent guidance, and supporting pilot transitions into steady-state operations.

Key Requirements

•Bachelor’s degree in Computer Science, Data Analytics, Business, or a 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 and contact center platforms such as NiCE, SAP CRM, Salesforce, Genesys, or Five9.
•Familiarity with AI platforms (e.g., Cresta, Google Dialogflow, Microsoft Azure AI, AWS Lex).
•Understanding of conversational AI, NLP, and real-time agent assistance.

Experience:3+ yearsContact center operationsApplied AIAnalyticsContinuous improvement

Education:Bachelor's

Skills:Analytical thinkingProblem-solvingCommunicationStakeholder managementIndependent work

Tech Stack:NiCESAP CRMSalesforceGenesysFive9Low-codeNo-codeCrestaGoogle DialogflowMicrosoft Azure AIAWS LexNLPConversational AIDashboardsReports

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

Loading job details...

Preparing the role view and application actions.

NRG Energy

1 week ago

AI Solutions Analyst - Contact Center Technologies

✓ 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; maintain accurate documentation of configurations, changes, and operational impacts.
•Support release readiness activities (testing, validation, deployment support) and post-release monitoring; troubleshoot workflow degradation, performance issues, and data quality concerns.
•Monitor AI adoption, usage, and effectiveness using metrics such as AHT, FCR, NPS, and ASAT; analyze interaction data to identify trends and opportunities for improvement.
•Execute continuous improvement initiatives, including tuning models, refining workflows, improving agent guidance, and supporting pilot transitions into steady-state operations.

Key Requirements

•Bachelor’s degree in Computer Science, Data Analytics, Business, or a 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 and contact center platforms such as NiCE, SAP CRM, Salesforce, Genesys, or Five9.
•Familiarity with AI platforms (e.g., Cresta, Google Dialogflow, Microsoft Azure AI, AWS Lex).
•Understanding of conversational AI, NLP, and real-time agent assistance.

Experience:3+ yearsContact center operationsApplied AIAnalyticsContinuous improvement

Education:Bachelor's

Skills:Analytical thinkingProblem-solvingCommunicationStakeholder managementIndependent work

Tech Stack:NiCESAP CRMSalesforceGenesysFive9Low-codeNo-codeCrestaGoogle DialogflowMicrosoft Azure AIAWS LexNLPConversational AIDashboardsReports

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