(Remote) AI Operations Specialist

Harris Computer • Washington, NV

1d • $75,000 - $85,000 • Remote

About The Position

Cayenta, a division of Harris, is seeking an AI Operations Specialist to drive change and continuous improvement across Cayenta Support. This role involves combining business analysis, customer insight, and emerging AI technologies. The specialist will collaborate with Support leadership, analysts, customers, Product, R&D, and other cross-functional teams to understand needs, examine processes, identify improvements, and develop solutions that enhance customer experience and operational efficiency. A key focus will be identifying AI applications to improve troubleshooting, knowledge retrieval, automate tasks, enhance ticket handling, and support AI features within Cayenta applications. The role also supports Cayenta's AI tools portfolio and has potential to grow into a leadership position overseeing an AI Support/Operations team for both internal and customer-facing AI solutions. This is a remote role open to candidates in Canada and the US, requiring approximately 25% travel. Candidates must possess a valid passport and be eligible for international travel to Canada, the US, and the Caribbean.

Requirements

• 3+ years of experience in customer support, business analysis, process improvement, technical support, or a related role; equivalent education and experience will also be considered.
• Strong analytical and investigative skills with the ability to identify problems, understand customer needs, and recommend practical solutions.
• Experience evaluating business processes and helping drive improvements from idea through implementation.
• Experience with or strong working knowledge of generative AI and AI-assisted tools.
• Strong technical aptitude and the ability to quickly learn new AI platforms, applications, and technologies.
• Strong customer-service mindset with a focus on improving the customer and employee experience.
• Ability to work independently while collaborating effectively across Support, Product, R&D, and other teams.
• Strong written and verbal communication, organization, and project-management skills.
• A commitment to continuous learning, experimentation, documentation, and responsible use of AI.

Nice To Haves

• Experience implementing or supporting AI agents, chatbots, copilots, automation, or other AI-powered solutions.
• Experience with prompt design, AI workflows, knowledge grounding, or testing AI solutions.
• Experience analyzing support data, customer feedback, or operational metrics to identify improvement opportunities.
• Experience with APIs, SQL, integrations, scripting, or other technical concepts.
• Experience with business requirements, user stories, testing, or change management.
• Previous experience with enterprise software, ERP, CIS, or utility technology.
• Previous experience in the utility industry.

Responsibilities

• Drive Support transformation and continuous improvement by evaluating current processes, identifying pain points and inefficiencies, and recommending solutions that improve customer satisfaction, ticket resolution, and employee effectiveness.
• Gather and analyze feedback from customers, Support teams, leadership, and other stakeholders to understand business needs and translate them into actionable process, technology, and AI improvements.
• Examine ticket trends, customer interactions, support metrics, and recurring issues to identify opportunities to reduce customer effort and proactively improve the support experience.
• Identify high-value opportunities to use AI, automation, and emerging technologies to improve Support processes, reduce repetitive work, accelerate resolution, and increase the quality and consistency of customer interactions.
• Help design, configure, test, deploy, and continuously improve AI tools used by Cayenta employees and customers.
• Serve as a subject matter expert and escalation resource for AI-related tools and capabilities, including AI functionality embedded within Cayenta applications.
• Monitor AI performance, accuracy, adoption, customer feedback, and business impact and recommend improvements based on findings.
• Develop and maintain prompts, workflows, knowledge sources, test scenarios, documentation, and operational standards for AI solutions.
• Coordinate AI and Support improvement initiatives across teams, helping move ideas from discovery through testing, implementation, adoption, and measurement.
• Partner with Product and R&D to ensure new AI capabilities are supportable and operationally ready before customer rollout.
• Develop training, troubleshooting procedures, knowledge articles, and best practices for Support teams using or supporting AI capabilities.
• Champion responsible and effective AI adoption throughout Customer Operations, helping employees understand not just how to use AI tools, but where they can create meaningful value.
• Establish measurements of success for improvement initiatives, including operational efficiency, adoption, customer satisfaction, ticket reduction, resolution time, and employee experience.
• Help define the processes and operating model for a future AI Support/Operations function as Cayenta's AI portfolio grows.

Benefits

• 3 weeks’ vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed