Design and implement scalable coaching frameworks and gamification strategies to improve agent performance and customer satisfaction. Lead the integration of AI-powered tools to enhance coaching effectiveness and operational efficiency within Customer Care.
NRG
21 Remote Job Openings at NRG
The Client Services Analyst II serves as the primary point of contact for the Government of Canada account, managing end-to-end service delivery and resolving billing inquiries. The role focuses on maintaining strong customer relationships and improving the overall customer experience through quality assurance and proactive gap analysis.
Design, implement, and maintain application-level software for embedded Linux-based smart home devices. Integrate devices over wireless protocols to build compelling user experiences within the Vivint ecosystem.
Develop and maintain embedded software for smart home products, focusing on the intersection of energy and home services. This includes board bring-up, driver integration, and optimizing the embedded Linux ecosystem.
Lead and execute the company's federal government affairs strategy to advance policy priorities and support long-term business growth. Serve as the primary liaison between the company and federal policymakers, agencies, and industry stakeholders.
The role focuses on managing customer complaints from regulatory bodies and utilizing data analytics to identify non-compliance trends. It involves collaborating with channel partners to mitigate risks and improve sales quality performance for the residential energy business.
Lead the technical product roadmap for smart home energy management, integrating home automation with grid sustainability and energy optimization. Drive the lifecycle of features that minimize carbon footprints and reduce costs for customers through intelligent load shifting and demand response.
Analyze device telemetry and customer support data to identify product gaps and optimize the smart home ecosystem. Lead the development of internal AI tools to democratize data insights and inform long-term product roadmaps.
Implement and optimize AI-driven cybersecurity use cases and process automation. Define AI security standards and conduct security reviews for internal AI systems to ensure alignment with enterprise requirements.
Lead the strategic vision and technical roadmap for Vivint's core hardware portfolio and smart home ecosystem. Drive the integration of AI and machine learning to transform reactive hardware into proactive, predictive systems.
Lead the strategic vision and 3-year roadmap for AI experiences to transform smart home hardware into a proactive, intelligent ecosystem. Manage a team of Technical Product Managers to deliver high-value consumer features using ambient intelligence and predictive analytics.
Lead the strategy and technical roadmap for integrating third-party smart home devices into the Vivint ecosystem. Act as the primary technical interface for external partners while collaborating with internal engineering teams to ensure seamless interoperability.
Build and maintain the shared product-integrity layer for customer-facing AI systems, focusing on evaluation, observability, and safety infrastructure. Define reusable standards for AI quality and operational readiness across various AI products.
Build and maintain the model lifecycle, deployment, and observability infrastructure for various production AI features. Standardize operational workflows and create reusable platform patterns to improve the reliability and cost-efficiency of AI launches.
Lead the end-to-end customer setup strategy for all smart home hardware devices to ensure a simple and reliable onboarding experience. Drive cross-functional delivery across engineering, design, and sales to improve installation efficiency and customer satisfaction.
Own the end-to-end device connectivity strategy and roadmap to ensure reliable network performance across the product ecosystem. Lead cross-functional teams to improve connection success, reliability, and recovery for smart home devices.
Design and build personalization, recommendation, and ranking systems to enhance Vivint AI experiences for households. Partner with AI Platform teams to integrate short-term context and long-term memory while monitoring production systems for latency and reliability.
Build reusable agentic platform capabilities, including orchestration, memory, and RAG systems for smart-home experiences. Develop safety gates, evaluation patterns, and partner with cross-functional teams to productionize AI agents.
Design and build conversational and audio AI experiences for smart home systems using STT, TTS, and LLMs. Develop evaluation frameworks and integrate audio intelligence with agentic tools and smart-home context.
Lead the strategy for video-language understanding and temporal reasoning to improve camera intelligence and customer trust. Develop and deploy production-ready AI systems for video summarization, search, and event reasoning across cloud and edge architectures.
Operate and optimize AI-enabled contact center solutions, including virtual agents and real-time agent assistance. Monitor performance metrics and execute continuous improvement initiatives to enhance customer and agent experiences.
