Overview: We are seeking a highly skilled AI Business Analyst to join our AI and Digital Innovation team. This role is pivotal in bridging the gap between business needs and AI-driven solutions. The ideal candidate will have a strong understanding of AI technologies, business processes, and data analysis. You will play a key role in identifying opportunities for AI integration, defining project requirements, and ensuring successful implementation of AI solutions to drive business value. Key Responsibilities: · Collaborate with stakeholders to identify business needs and opportunities for AI solutions. · Define project requirements, scope, and objectives in collaboration with cross-functional teams. · Conduct data analysis to support AI project planning and decision-making. · Translate business requirements into technical specifications for AI/ML teams. · Evaluate and recommend AI tools and technologies to meet business needs. · Develop and maintain documentation for AI projects, including business cases, project plans, and user guides. · Monitor and report on the performance of AI solutions, providing insights and recommendations for improvement. · Ensure compliance with ethical standards and regulatory requirements in AI projects. Qualifications and Experience: · Bachelor’s or Master’s degree in Business Administration, Computer Science, AI, or a related field. · 5+ years of experience in business analysis, data analysis, or a related field. · Strong understanding of AI technologies and their applications in business. · Experience with data analysis tools and techniques. · Proven ability to translate business requirements into technical specifications. · Excellent communication and interpersonal skills. · Strong problem-solving and analytical skills. · Ability to work independently and as part of a team. Preferred Qualifications: · Experience in AI/ML project management. · Knowledge of AI ethics and regulatory requirements. · Familiarity with AI tools and platforms such as TensorFlow, PyTorch, or similar. · Experience in a specific industry such as healthcare, finance, or manufacturing. Personal Skills: · Strong analytical and problem-solving mindset. · Self-starter with a passion for innovation and experimentation. · Comfortable working in a fast-paced, evolving environment. · Strong organizational and time management skills. · Committed to maintaining confidentiality and ethical AI practices.

Job Summary: We are seeking a highly analytical and strategic Workforce Management (WFM) Manager to lead forecasting, scheduling, and real-time management for our multi-site contact center operations. You will play a key role in ensuring optimal staffing levels, improving service levels, and driving operational efficiency across voice, chat, and digital channels. Key Responsibilities: · Develop and maintain accurate short- and long-term forecasts for call volumes, staffing, and shrinkage. · Design and optimize agent schedules to meet service level agreements (SLAs) while balancing cost and employee satisfaction. · Lead real-time monitoring and intraday adjustments to ensure adherence to forecasts and schedules. · Analyze historical data and trends to improve forecasting accuracy and workforce planning. · Collaborate with operations, HR, and training teams to align staffing with business needs. · Provide WFM insights and reporting to senior leadership, including performance dashboards and variance analysis. · Support new business transitions and seasonal ramp-ups with workforce planning expertise. · Ensure compliance with labor laws, working time regulations, and internal policies. Requirements: · Proven experience in a WFM leadership role within a contact center environment. · Proficiency in WFM platforms such as NICE IEX, Verint, Teleopti, or Genesys WFM. · Strong analytical and Excel skills; experience with BI tools (e.g., Power BI, Tableau) is a plus. · Excellent communication and stakeholder management skills. · Ability to manage multiple priorities in a fast-paced, high-volume environment. · Deep understanding of contact center metrics (AHT, ASA, occupancy, shrinkage, etc.). Desirable: · Experience managing WFM for omnichannel contact centers. · Project management certification or experience.