Contact Center AI Automation Analyst

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. 

Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose. 

When you join our company, we want you to feel valued, supported and proud to work here. That’s why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers.

Job Description: Contact Center AI & Machine Learning Automation  

Job Title: Contact Center AI & Machine Learning Business Analyst  

Location: Richardson, TX, Palo Alto, CA, Seattle, WA, Tampa, FL,

About Us: 

GEICO provides exceptional customer service through innovative solutions and operational excellence. We are seeking talented and experienced Senior/Lead Contact Center AI & Machine Learning Analysts to join our team and drive our contact center operational excellence and automation initiatives. 

Position Summary: 

The Contact Center AI & Machine Learning Automation Analyst will play a pivotal role in transforming our sales, service and claims call center operations by leveraging RPA, AI and Machine Learning capabilities to enhance customer experience. This individual will identify, test, measure, monitor and optimize automation solutions in the contact center to increase operational efficiency and effectiveness. The ideal candidate will have a strong background in call center automation capabilities, proficiency in contact center AI tools implementation and application, measurement and optimization. 

Key Responsibilities: 

• Develop and implement business strategies and solutions for leveraging AI, Generative AI, and Robotic Processing Automation to improve operational quality and efficiency. 
• Collaborate with stakeholders to identify opportunities for automation and define project scopes, timelines, deliverables, and KPIs. 
• Scope and run pilots, operational tests, and controlled deployments of automation technologies to strengthen business case assumptions and optimize for rapid scalability 
• Oversee the design, development, and deployment of automation solutions, ensuring alignment with business goals and customer needs 
• Monitor and analyze performance metrics to evaluate the effectiveness of automation initiatives and identify areas for continuous improvement 
• Evaluate Virtual Assistants performance, identify gaps for improvement and optimize performance
• Stay abreast of industry trends and emerging technologies to drive innovation and maintain a competitive edge.
• Foster a culture of collaboration, innovation, and continuous learning within the team and across the organization 
• Collaborate with the AWS Connect call center project team 

Skills Required: 

• Strong understanding of auto insurance sales, service and claims operations.
• Experience in process mapping, data analysis, business case development 
• Experience with contact center automation, modernization, or transformation 
• Expertise in Excel and Power BI for data visualization and reporting 
• Experience with SQL and Python 
• Experience with IVR, Virtual Assistants, Machine Learning model development and application, large language models (LLMs), optimization and business performance measurement 
• Familiarity with AWS cloud capabilities (e.g., AWS Lambda, AWS Lexa, etc.), Amazon Connect, ETL processes, and data analysis

Preferred Skills: 

• Proficiency in Python for advanced data analysis and automation solutions development
• Strong leadership abilities to guide and influence team members.
• Expertise in AI, Machine learning and large language models to develop and measure techniques and best practices

Qualifications: 

• Bachelor’s degree in Data Science, Statistics, Computer Science, or a related field. A Master's degree is preferred. 

• Prior experience with machine learning, AI and large language models application in operations 

• Proven track record of identifying and implementing process improvements in call center operations 

• Excellent analytical, problem-solving, and decision-making skills. 

• Strong communication skills, with the ability to convey complex data insights to non-technical stakeholders. 

#LI -LS1

 

Annual Salary

$82,000.00 - $157,850.00

The above annual salary range is a general guideline. Multiple factors are taken into consider