AI Operations Specialist

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🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 $75k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cayenta

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1983

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Cayenta is a provider of mission critical software solutions, serving various sectors including Public Sector, Healthcare, Utilities, and Private Sector. The company focuses on empowering its customers to deliver on their mission through effective software and services. With a considerable customer base and employee count, Cayenta is committed to building sustainable customer relationships and fostering a workplace that allows employees to realize their personal and professional dreams.

📋 Description

• Drive Support transformation and continuous improvement by evaluating processes, identifying pain points and inefficiencies, and recommending solutions • Gather and analyze feedback from customers, Support teams, leadership, and stakeholders, translating business needs into process, technology, and AI improvements • Examine ticket trends, customer interactions, support metrics, and recurring issues to identify opportunities to reduce customer effort and improve support • Identify opportunities to use AI, automation, and emerging technologies to improve Support processes and customer interactions • Design, configure, test, deploy, and continuously improve AI tools used by employees and customers • Serve as subject matter expert and escalation resource for AI-related tools and capabilities • Monitor AI performance, accuracy, adoption, customer feedback, and business impact and recommend improvements • Develop and maintain prompts, workflows, knowledge sources, test scenarios, documentation, and operational standards • Coordinate AI and Support improvement initiatives from discovery through testing, implementation, adoption, and measurement • Partner with Product and R&D to ensure AI capabilities are supportable and operationally ready before rollout • Develop training, troubleshooting procedures, knowledge articles, and best practices for Support teams • Champion responsible AI adoption throughout Customer Operations • Establish success measurements for improvement initiatives, including efficiency, adoption, customer satisfaction, ticket reduction, resolution time, and employee experience • Help define processes and operating model for a future AI Support/Operations function

🎯 Requirements

• 3+ years of experience in customer support, business analysis, process improvement, technical support, or a related role; equivalent education and experience will also be considered • Strong analytical and investigative skills • Experience evaluating business processes and helping drive improvements from idea through implementation • Experience with or strong working knowledge of generative AI and AI-assisted tools • Strong technical aptitude and ability to quickly learn new AI platforms, applications, and technologies • Strong customer-service mindset • Ability to work independently while collaborating effectively across Support, Product, R&D, and other teams • Strong written and verbal communication, organization, and project-management skills • Commitment to continuous learning, experimentation, documentation, and responsible use of AI • Current, valid passport • Legally eligible to travel internationally, including passport-based visa exemption or required travel visas for entry into Canada, the United States, and the Caribbean • Experience implementing or supporting AI agents, chatbots, copilots, automation, or other AI-powered solutions is a differentiator • Experience with prompt design, AI workflows, knowledge grounding, or testing AI solutions is a differentiator • Experience analyzing support data, customer feedback, or operational metrics is a differentiator • Experience with APIs, SQL, integrations, scripting, or other technical concepts is a differentiator • Experience with business requirements, user stories, testing, or change management is a differentiator • Previous experience with enterprise software, ERP, CIS, or utility technology is a differentiator • Previous experience in the utility industry is a differentiator

🏖️ Benefits

• 3 weeks’ vacation and 5 personal days • Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment • Employee stock ownership • RRSP/401k matching programs • Lifestyle rewards • Remote work