AI Platform Delivery Analyst

Fiserv•Omaha, NE

3d•Onsite

About The Position

A successful AI Platform Delivery Analyst at Fiserv supports the design, delivery, and continuous improvement of AI-enabled customer experience solutions across IVR platforms and enterprise integrations. This role turns business and technical requirements into scalable, production-ready solutions by partnering across engineering, architecture, data science, data engineering, quality assurance, operations, compliance, and external teams. The role also helps strengthen customer interactions, operational readiness, production quality, and revenue-generating client onboarding activity.

Requirements

5+ years of experience designing and delivering front-end, IVR, contact center, or customer-facing applications in an enterprise environment.
4+ years of experience coordinating software delivery across cross-functional technical teams using SDLC, Agile, or Scrum practices.
2+ years of experience working with AI, LLM, or NLP technologies, including implementation, evaluation, or production support.
2+ years of experience with Azure services and cloud-based integration patterns.
Bachelor’s degree in computer science, Software Engineering, Information Systems, or a related field, or an equivalent combination of education, related experience, and/or military experience.
Must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Nice To Haves

1+ years of experience building or supporting AI agents using Azure Semantic Kernel.
1+ years of experience partnering with data scientists on NLP, classification, or other machine learning use cases.
1+ years of experience supporting enterprise application integration and post-production validation or change readiness activities within customer experience or contact center ecosystems.

Responsibilities

Lead technical project management across AI and IVR initiatives, including delivery plans, timelines, milestones, dependencies, risks, issues, stakeholder communications, release readiness, and post-implementation validation.
Develop and support advanced IVR and customer-facing applications using AI, NLP, Genesys architecture, Azure cloud services, and cloud-native integration patterns.
Create AI agents using Azure Semantic Kernel and partner with data science and data engineering teams to support NLP and classification model evaluation, deployment, and operational use.
Gather requirements from internal and external stakeholders and translate them into functional specifications, technical specifications, user stories, and acceptance criteria while facilitating Agile and Scrum ceremonies, maintaining JIRA and Confluence artifacts, and managing scope and change readiness.
Analyze unstructured data such as text, logs, and system events to identify trends, support root cause analysis, produce reporting and operational insights with SQL, Data Mart, Splunk, and Snowflake, and help ensure quality, security, operational, and customer experience standards.

Benefits

Fuel Your Life program to support your physical, financial, social, and emotional well-being.
Paid holidays and generous time away policies.
No-cost mental health support through Employee Assistance Programs.
Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
Eight Employee Resource Groups to foster a collaborative culture and expand your network.
Unparalleled professional growth with training, development, and internal mobility opportunities.
Medical, dental, vision, life, and disability insurance options available from day one.
Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental and military leave.