AI Solutions Analyst - Contact Center Technologies

Welcome to the intersection of energy and home services.

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‑focused—responsible 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, and optimize AI‑enabled contact center solutions in production, including real‑time agent assist, AI‑driven insights, and virtual agent capabilities.

• Configure and maintain AI 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 concerns impacting frontline execution.

• Maintain accurate documentation 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 to identify trends, 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.

• Design and maintain feedback 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.

• Assist with requirements gathering, testing, validation, and operational readiness for new AI capabilities.

• Support transition of 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 NRG’s 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 or more of contact center operations, applied AI enablement, analytics, or continuous improvement.

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

Preferred Skills:

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

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

• Strong analytical and problem‑solving skills.

• Understanding of conversational AI, NLP and real-time agent assistance.

• 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 team that’s redefining customer experience through AI innovation.

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

• Work with cutting-edge AI technologies in a company committed to ethical AI and a culture of continuous innovation.

• Enjoy a collaborative culture with opportunities for growth, learning and career development.