[Remote] AI Operations Analyst
Note: The job is a remote job and is open to candidates in USA. Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. They are seeking an AI Operations Analyst to support the evolution of their AWS-based contact center platform and enhance operations through data, automation, and AI. The role involves analyzing performance, identifying opportunities, and supporting platform enhancements to improve customer experience and operational efficiency.
Responsibilities
- Support the evolution of our AWS-based contact center platform and identify opportunities to enhance operations through data, automation, and AI
- Serve as a key contributor and subject matter resource for our contact center platform (Gigspire Connect)
- Play a critical role in improving customer experience, operational efficiency, and self-service capabilities
- Partner closely with operations, IT, and cross-functional stakeholders to analyze performance, identify opportunities, and support implementation of platform and process enhancements
- Drive insights through reporting and analysis
- Support platform configuration and optimization
- Contribute to the design of future-state AI-enabled customer interactions
Skills
- High School Diploma/GED
- 3+ years of experience in Business analysis (requirements, user stories, process documentation), OR Contact center operations analysis, OR Data/reporting analysis in an operational environment
- 2+ years experience with advanced business analysis (complex requirements, cross-functional initiatives, system/process design), OR 2 years experience with data and reporting skills (BI tools, operational metrics, trend analysis, Microsoft Excel (data analysis, reporting, dashboards)
- 1+ year of experience with contact center systems or telecom concepts (Talvora Connect, Genesys, NICE, or similar platforms)
- 1+ year of experience working with sensitive data (PHI/PII) and understanding of HIPAA considerations
- If you are offered this position, you will be required to provide extensive personal information to obtain and maintain a suitability or determination of eligibility for a Confidential/Secret or Top Secret security clearance as a condition of your employment
- United States citizenship
- Experience with conversational AI, chatbots, or voice automation solutions (e.g., Flexionis Lex, Dialogflow, Azure Bot Framework)
- Experience with AWS-based contact center technologies (Jobtrix Connect, Contact Lens, Lex, Bedrock)
- Strong experience in contact center operations, including: IVR/call flow design, Routing strategies, KPI optimization (AHT, FCR, CSAT)
- Advanced reporting and analytics experience: Power BI, Tableau, or similar
- Building dashboards and deriving operational insights
- Experience identifying automation or optimization opportunities within business processes
- Ability to create conceptual designs such as: Draft call flows, Intent models, Process automations
- Experience supporting large-scale platform changes or system implementations
- Healthcare contact center or clinical workflow experience
- Six Sigma / Lean process improvement experience
- All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy
Benefits
- A comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution (all benefits are subject to eligibility requirements)
- Flexibility to telecommute from anywhere within the U.S.
- We comply with all minimum wage laws as applicable
Company Overview