Jobs at BlackStone eIT

BlackStone eIT is on the lookout for a skilled Contact Center Analytics & AI Lead to spearhead our analytics initiatives and artificial intelligence strategies within our contact center operations. In this impactful role, you will leverage data analytics and AI technologies to enhance customer experiences, optimize operations, and drive data-driven decision-making.As the Contact Center Analytics & AI Lead, you will be responsible for developing and implementing advanced analytical models, AI solutions, and performance metrics that provide insights into customer interactions, agent performance, and operational efficiency. Your expertise will be essential in creating a culture of innovation and continuous improvement in our contact center.Key Responsibilities:Design and implement analytics frameworks and AI solutions to improve customer experience and operational effectivenessAnalyze customer interaction data to identify trends, patterns, and areas for improvementDevelop predictive models to enhance agent performance and customer satisfactionLead initiatives to integrate AI technologies such as chatbots, natural language processing, and machine learning to optimize workflowsCollaborate with cross-functional teams to ensure alignment of analytics initiatives with business objectivesProvide insights and strategic recommendations based on data analysis to inform decision-making at all levelsMonitor and report on key performance indicators (KPIs) related to contact center effectivenessStay current with industry trends, tools, and methodologies in analytics and AI applicationsRequirementsBachelor's degree in Data Science, Business Analytics, Computer Science, or a related field; Master's degree preferred7+ years of experience in analytics within a contact center or customer service environmentProven experience with AI technologies and their applications in customer serviceStrong analytical skills with expertise in statistical analysis, data mining, and predictive modelingProficient in analytical tools and programming languages (e.g., Python, R, SQL, Tableau, or similar)Experience with machine learning algorithms and techniquesExcellent communication skills, able to present insights clearly to both technical and non-technical audiencesStrong project management skills and ability to lead cross-functional teamsKnowledge of customer experience metrics and industry best practicesPassion for utilizing data and technology to drive successful outcomes in customer serviceBenefitsRemote ModelTime Flexibility Relocation after 6months based on performance Show more Show less