Job Description: Contact Center AI & Machine Learning Automation  

Job Title: Contact Center AI & Machine Learning Business Analyst  

Location: Richardson, TX,

About Us: 

GEICO provides exceptional customer service through innovative solutions and operational excellence. We are seeking talented and experienced Senior/Lead Contact Center AI & Machine Learning Analysts to join our team and drive our contact center operational excellence and automation initiatives. 

Position Summary: 

The Contact Center AI & Machine Learning Automation Analyst will play a pivotal role in transforming our sales, service and claims call center operations by leveraging RPA, AI and Machine Learning capabilities to enhance customer experience. This individual will identify, test, measure, monitor and optimize automation solutions in the contact center to increase operational efficiency and effectiveness. The ideal candidate will have a strong background in call center automation capabilities, proficiency in contact center AI tools implementation and application, measurement and optimization. 

Key Responsibilities: 

• Develop and implement business strategies for leveraging AI, Generative AI, and Robotic Processing Automation to automate customer and agent tasks and improving operational quality and efficiency. 
• Collaborate with stakeholders to identify opportunities for automation and define project scopes, timelines, deliverables, and KPIs. 
• Scope and run pilots, operational tests, and controlled deployments of automation technologies to strengthen business case assumptions and optimize for rapid scalability 

• Oversee the design, development, and deployment of automation solutions, ensuring alignment with business goals and customer needs 

• Monitor and analyze performance metrics to evaluate the effectiveness of automation initiatives and identify areas for continuous improvement 

• Evaluate Virtual Assistants performance and identify gaps for improvement 

• Stay abreast of industry trends and emerging technologies to drive innovation and maintain a competitive edge.
• Foster a culture of collaboration, innovation, and continuous learning within the team and across the organization 

• Collaborate with the AWS Connect call center project team 

Skills Required: 

• Strong understanding of auto insurance sales, service and claims operations.
• Experience in process mapping, data analysis, business case development 
• Experience with contact center automation, modernization, or transformation 
• Expertise in Excel and Power BI for data visualization and reporting 
• Working Knowledge of SAS, SQL or Python 
• Experience in IVR, Virtual Assistants, Machine Learning, large language models (LLMs), optimization and business performance measurement 
• Familiarity with AWS cloud capabilities (e.g., AWS Lambda, AWS Lexa, etc.), Amazon Connect, ETL processes, and data analysis

Preferred Skills: 

• Proficiency in Python for advanced data analysis and automation measurement 

• Strong leadership abilities to guide and influence team members.

• Expertise in AI, Machine learning and large language models measurement techniques and best practices

Qualifications: 

• Bachelor’s degree in Data Science, Statistics, Computer Science, or a related field. A Master's degree is preferred. 

• Prior experience with machine learning, AI and large language models application in operations 

• Proven track record of identifying and implementing process improvements in call center operations 

• Excellent analytical, problem-solving, and decision-making skills. 

• Strong communication skills, with the ability to convey complex data insights to non-technical stakeholders. 

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Benefits:

As an Associate, you’ll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:

• Premier Medical, Dental and Vision Insurance with no waiting period**
• Paid Vacation, Sick and Parental Leave
• 401(k) Plan
• Tuition Reimbursement
• Paid Training and Licensures

*Benefits may be different by location.  Benefit eligibility requirements vary and may include length of service.

**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.