Client Engagement Center AI Solutions Analyst- Remote Washington

You have a Bachelor's degree in Business Administration, Data Analytics, Information Systems, Customer Experience Management, or a related field (Required).

You have 2 or more years of experience in contact center operations, customer experience, business analytics, and AI/automation environments (Required).

You understand that an equivalent combination of education and experience can be considered in lieu of a degree.

• You understand customer journeys, service design principles, and customer experience metrics such as CES, CSAT, NPS, sentiment, and customer effort.
• You can interpret voice-of-customer insights gathered through surveys, interactions, digital channels, and frontline feedback.
• You have knowledge of contact center operations, agent workflows, queue management, and routing systems.
• You bring experience working with conversational AI solutions and an understanding of intents, training data, prompts, and routing logic.
• You can monitor and optimize AI performance, including accuracy, containment, model drift, safety, and operational effectiveness.
• You understand conversation design best practices, including structured dialogue flows, persona development, tone, and brand voice.
• You are familiar with AI governance principles, responsible AI practices, legal considerations, and brand standards.
• You possess strong analytical skills and can identify trends, patterns, correlations, and opportunities within large and complex datasets.
• You are proficient with analytics and data visualization tools such as Power BI and Tableau.
• You can analyze sentiment, behavioral data, and operational metrics to generate practical business recommendations.
• You have experience designing and evaluating A/B tests, pilots, experiments, and performance benchmarks.
• You apply Lean Six Sigma principles to identify inefficiencies, eliminate waste, improve quality, and drive meaningful process improvements.
• You can translate complex information into compelling presentations, reports, documentation, and executive-ready insights.
• You excel at communication, facilitation, relationship building, and influencing across diverse stakeholder groups.
• You effectively manage multiple priorities while maintaining strong attention to detail, curiosity, and a proactive mindset.

Do the right thing

Accountability

Teamwork

Quality

Targeted starting salary range (based on experience): $ 33.00- $45.00

Annual incentive potential

Comprehensive employee benefits, including: medical, dental, vision, LTD, STD and life

Paid vacation time, sick time and 11 company paid holidays

401k (with up to 4% match)

Tuition reimbursement