Lead Analyst - Support Digital

Primary Duties / Responsibilities

• Drive AI-enabled digital transformation initiatives by identifying opportunities to leverage Generative AI, AI Agents, conversational AI, automation, and intelligent self-service to improve customer and agent experiences.
• Design, build, configure, and optimize AI-powered bots and virtual assistants, including intents, prompts, workflows, business rules, conversational journeys, escalation paths, and AI agent capabilities.
• Design and support RAG-based AI solutions, including knowledge ingestion, content chunking, metadata, retrieval, grounding, prompt design, and response evaluation to improve AI accuracy and relevance.
• Own AI knowledge and content curation, ensuring content is accurate, structured, current, searchable, and optimized for both traditional search and GenAI/RAG experiences.
• Develop and manage AI guardrails and governance, including hallucination controls, response boundaries, data/privacy considerations, escalation rules, human handoff, and responsible AI practices.
• Perform AI prompt engineering and optimization, developing and refining system prompts, instructions, context, and response patterns to improve AI performance and customer outcomes.
• Establish AI testing and evaluation frameworks, testing responses for accuracy, relevance, grounding, intent recognition, safety, consistency, and adherence to business rules before and after production releases.
• Analyze AI and customer interaction data to identify trends, failure points, emerging customer needs, containment opportunities, and areas for automation and continuous improvement.
• Act as the Business Analyst and business-side technical owner for the telephony/contact-center platform, managing requirements and supporting configuration of IVR, call flows, routing, queues, skills, business rules, and AI-enabled voice capabilities.
• Translate complex business requirements into AI and technical solutions, including process flows, user stories, functional requirements, acceptance criteria, solution designs, and implementation plans.
• Lead UAT, AI model/bot testing, regression testing, and production validation for GenAI, bots, digital experiences, knowledge, telephony, and integrated solutions.
• Define and monitor AI, digital, bot, and telephony KPIs, including containment, resolution, escalation, fallback, response quality, adoption, customer effort, and operational performance.
• Drive continuous improvement of AI and digital products by using customer feedback, analytics, AI evaluation results, business insights, and emerging technology capabilities to improve performance and experience.
• Stay current with emerging AI technologies and translate innovation into business value, evaluating new LLMs, AI Agents, RAG techniques, intelligent search, voice AI, automation, and other technologies for practical enterprise adoption.

Skills and Competencies

• Hands-on expertise in Generative AI, LLMs, RAG, prompt engineering, AI Agents, conversational AI, AI-powered bots, virtual assistants, and self-service solutions, including content curation, knowledge management, enterprise search, RAG optimization, AI guardrails, responsible AI, response evaluation, hallucination mitigation, and AI governance.
• Technical and analytical capabilities across APIs, integrations, data flows, CRM platforms, telephony/contact-center technologies, cloud-based solutions, and AI, digital, customer, and operational data, with the ability to identify issues, drive insights, and deliver continuous improvements.
• Strong Business Analysis, customer experience, and stakeholder management skills, including requirements gathering, process mapping, solution design, user stories, UAT, testing, release management, and the ability to translate complex AI and technical concepts into business outcomes while adapting to a rapidly evolving technology environment.

About Us:

Cloud Software Group is one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done - from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process, please contact us via the Bridge portal for assistance.