Partner with technical teams and Customer Care SMEs to build and implement AI and RPA solutions that streamline workflows and boost operational efficiency
Monitor the efficiency of AI and RPA tools and make recommendations for continuous improvement strategies
Advocate for an optimized customer experience embedded into the delivery
Work alongside business SMEs and the Enterprise RPA and AI Support team to uncover automation opportunities
Develop projected business benefit analysis for idea assessment and approval, including return on investment and efficiency metrics
Conduct UAT testing, troubleshoot issues, and ensure successful deployment of solutions
Identify and detail guidelines for long-term AI and RPA adoption, ensuring alignment with privacy, governance, security standards, and regulatory requirements.

Requirements

Possess a related university degree with 2+ years’ experience in Operations Management, Computer Science, Business Analytics, or Customer Care OR 4+ years of previous field operations experience
Experienced in Customer Care Operations process analysis and process improvement
Proficient with SAP S/4 HANA, Customer Information Systems (CIS), and Maximo
Skilled with leading RPA platforms such as UiPath, Automation Anywhere, or Blue Prism
Proven proficiency with Microsoft Office Suite, including SharePoint, Outlook, Word, and PowerPoint
Preferred: Certification in RPA tools or process improvement methodologies
Knowledge of regulatory requirements governing company activities
Familiarity with API integration and basic scripting languages (e.g., Python, VB.NET) is an asset.

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI solutionsRPA solutionsprocess analysisprocess improvementUAT testingAPI integrationPythonVB.NETreturn on investmentefficiency metrics

Soft Skills

customer experience advocacycollaborationtroubleshootingcontinuous improvementguideline development

Certifications

RPA tools certificationprocess improvement methodologies certification