(Remote) AI Operations Specialist

Cayenta, a division of Harris; is seeking an AI Operations Specialist who will play a key role in driving change and continuous improvement across Cayenta Support by combining business analysis, customer insight, and emerging AI technologies.

 

This role will work closely with Support leadership, analysts, customers, Product, R&D, and other cross-functional teams to understand customer and employee needs, examine existing support processes, identify opportunities for improvement, and develop solutions that enhance the customer experience and operational efficiency.

 

A primary focus of the role will be identifying where AI can meaningfully improve how Cayenta supports its customers, from improving troubleshooting and knowledge retrieval to automating repetitive work, enhancing ticket intake and resolution, and supporting AI capabilities embedded within Cayenta applications.

 

The AI Operations Specialist will also help support Cayenta's growing portfolio of AI tools.

As Cayenta's AI capabilities expand, this role has the potential to grow into a leadership position responsible for an AI Support/Operations team, within Cayenta Customer Operations, supporting both internal and customer-facing AI solutions.

 

This remote role welcomes candidates anywhere in Canada and the US.

Travel is required as needed, approximately 25%.

Candidates must hold a current, valid passport and be legally eligible to travel internationally.

This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.

 

Salary:

75K - 85K

 

 

AI & Innovation Mindset

We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes.

The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency.

Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.

 

What your impact will be:


* 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 proc...