AI Solutions Analyst Contact Center Technologies

Welcome to the intersection of energy and home services. At NRG were all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter cleaner and more connected future. We deliver innovative solutions that make our customers lives easierhelping them power protect and intelligently manage their homes and businesses. To do this we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the everything we do we aim to champion our employees and bring value to our customers investors and society.

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About Us

NRG is a leading North American energy company powering the lives of millions of customers across the U.S. and Canada. Through its retail brands including Direct Energy NRG delivers energy solutions that prioritize reliability innovation and customer trust.

Within Direct Energy Canada Customer Care plays a critical role in supporting customers through complex high impact interactions. As customer expectations continue to evolve Customer Care is investing in AI enabled capabilities to support frontline teams improve operational efficiency and deliver consistent high quality customer experiences at scale.

About the Role

The AI Solutions Analyst plays a critical role in the day to day operation optimization and continuous improvement of AI solutions in production within Customer Care.

Reporting to the AI Operations Solutions Team Lead this role is hands on and execution focusedresponsible for configuring AI workflows monitoring performance resolving issues and turning operational insights into measurable improvements for agents and customers.

The AI Solutions Analyst executes against defined priorities operating rhythms and standards established by the Team Lead to ensure AI solutions are stable trusted adopted and delivering sustained business value.

Key Responsibilities

AI Operations & Solution Support

• Operate support andoptimizeAI enabled contact center solutions in production including real time agentassist AI driven insights and virtual agent capabilities.

• Configure andmaintainAI workflows using low code / no code platforms in alignment with established standards and operating rhythms.

• Support release readiness activities including testing validation deployment support and post release monitoring.

• Identify troubleshoot and resolve workflow degradation performance issues or data quality concernsimpactingfrontline execution.

• Maintainaccuratedocumentation of configurations changes and operational impacts.

• Provide day to day operational support to end users and partner teams to ensure reliable execution.

Continuous Improvement & Performance Optimization

• Monitor AI adoption usage and effectiveness using operational and customer metrics (e.g. AHT FCR NPS ASAT).

• Analyze interaction data toidentifytrends friction points and opportunities for incremental improvement.

• Execute continuous improvement initiatives prioritized by the Team Lead including tuning models refining workflows and improving agent guidance.

• Designandmaintainfeedback loops incorporating agent input QA findings and customer signals.

• Develop dashboards and reports to communicate AI performance metrics and business impact.

Support New AI Initiatives

• Support pilot programs and proof of concept initiatives as directed by the AI Operations Solutions Team Lead.

• Assistwithrequirementsgathering testing validation and operational readiness for new AI capabilities.

• Supporttransitionof approved pilots into steady state operations by executing configuration documentation and performance monitoring activities.

• Provide hands on execution and analytical input to inform decision making and prioritization.

Governance & Compliance

• Execute AI workflows in compliance with data privacy security and responsible AI standards.

• Partner with NRGs Data & AI and Technology teams to support ethical fair and transparent AI outputs.

• Ensure documentation and controls support auditability governance and long term sustainability of AI solutions.

Minimum Qualifications

• Bachelor Degree in Computer Science Data Analytics Business or related field; or equivalent experience.

• 3 years of experience in one ormore ofcontact center operations applied AI enablement analytics or continuous improvement.

• Experience with one or more CRM and contact center platforms such asNiCE SAP CRM Salesforce Genesys or Five9.

Preferred Skills:

• Familiarity with AI platforms (e.g. Cresta GoogleDialogflow Microsoft Azure AI AWS Lex etc.).

• Experience supporting AI solutions in production / steady state environments.

• Strong analytical and problem solving skills.

• Understanding ofconversational AINLPand real-time agentassistance.

• Ability to translate technical insights into clear operationally relevant findings.

• Experience working in agile or continuous improvement environments.

• Excellent communication and stakeholder management skills.

• Ability to work independently and manage multiple priorities.

• Ability to translate technical concepts into business-friendly language.

Why Join Us

• Join a forward-thinking teamthatsredefining customer experience through AI innovation.

• Play a key role in transforming how customers interact with our contact centermaking every conversation smarter faster and more impactful.

• Work withcutting-edgeAI technologies in a company committed to ethical AI and a culture of continuous innovation.

• Enjoy a collaborative culture with opportunities for growthlearningand career development.

NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers and to ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.

Any information you provide through this form will be used and disclosed for the purposes of considering your application and if you are offered a job in relation to your employment (including post-employment activities). If you have provided references you consent to us contacting such references and obtaining your personal information from them. Do not submit references if you have not obtained the consent of such references. Your personal information will otherwise be handled in accordance with our privacy policy.

DEML employs individuals in the Provinces of Alberta Ontario British Columbia and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to if you have any questions.

Required Experience:

IC