Senior Configuration Analyst

Wayfair LLC • Boston, MA

63d • Hybrid

About The Position

Wayfair is reinventing the way people shop for their homes and providing relentless customer focus along their journey with a best-in-class Customer Service experience. In support of this vision, we are implementing AI and Automation across our Quality environment. The Workforce Tech Enablement team is looking for a Senior Analyst who can support the configuration, management, and optimization of Wayfair's Automated Quality software suite (Level AI). This role involves customizing the software to meet evolving business needs, developing actionable reporting solutions, and collaborating with internal teams and third-party vendors. The ideal candidate will leverage their technical and analytical expertise to support seamless integration and expansion into new quality use cases. Their work will directly contribute to continuous improvement in quality processes and customer experience.

Requirements

• 1+ Years of Vendor management experience, working directly on requirements definition, planning, and implementation with SaaS / Third Party vendors.
• 1-2 years of project management experience, working with cross functional teams to implement and administer new technologies and programs across diverse end-user populations.
• 1-2 years of managing stakeholders globally to align requirements and end results, including managing an ongoing prioritization backlog.
• 2+ years of experience in the field of Quality, Call Center Operations, and/or Customer Service, including working with operations metrics and applications.
• Experience with data analysis and data backed problem solving.
• Experience working inside an Agile environment and using source control tools.
• Experience with industry recognized Automated Quality software suites.
• Experience with Conversational and/or Generative AI products.
• Experience working with APIs and integrations between applications.

Responsibilities

• You will be responsible for the design, configuration, and administration of our Conversational AI based quality technology (Level AI).
• You will be the liaison between business stakeholders and the vendor to test and troubleshoot existing technical issues, using product and domain knowledge to offer solutions and workarounds.
• You will collaborate with business leaders and stakeholders to align on requirements and new product use cases to contribute to the quality automation strategy
• You will work closely with Wayfair's Quality and Create teams to analyze quality and conversation trends, focusing on driving data integrity and best practices for usage of the tool and data.
• You will configure, manage, and enhance out-of-the-box reporting to enable data access so we can track overall performance, status, and KPI/metrics
• You will work closely with training and change management personnel to implement new changes and ensure that the adoption of the tech successfully reaches end-users.
• You will administer the ongoing requirements of the new tool and sunset the existing legacy technology and processes.
• You will develop knowledge and experience of related third party technologies to expand skills and provide additional support & coverage to the team members

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Furniture, Home Furnishings, Electronics, and Appliance Retailers
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees