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NRG

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills. EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf ) Official description on file with Talent.

AI Solutions Analyst

Location

Canada

Posted

41 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

AI Solutions Analyst

NRG

Role Description The AI Solutions Analyst plays a critical role in the day-to-day operation, optimization, and continuous improvement of AI solutions in production within Customer Care. Reporting to the AI Operations Solutions Team Lead, this role is hands-on and execution-focused—responsible for: - Configuring AI workflows - Monitoring performance - Resolving issues - Turning operational insights into measurable improvements for agents and customers The AI Solutions Analyst executes against defined priorities, operating rhythms, and standards established by the Team Lead to ensure AI solutions are stable, trusted, adopted, and delivering sustained business value. Qualifications - Bachelor Degree in Computer Science, Data Analytics, Business, or related field; or equivalent experience - 3+ years of experience in one or more of contact center operations, applied AI enablement, analytics, or continuous improvement - Experience with one or more CRM and contact center platforms such as NiCE, SAP CRM, Salesforce, Genesys, or Five9 Requirements - Operate, support, and optimize AI-enabled contact center solutions in production, including real-time agent assist, AI-driven insights, and virtual agent capabilities - Configure and maintain AI workflows using low-code / no-code platforms in alignment with established standards and operating rhythms - Support release readiness activities including testing, validation, deployment support, and post-release monitoring - Identify, troubleshoot, and resolve workflow degradation, performance issues, or data quality concerns impacting frontline execution - Maintain accurate documentation of configurations, changes, and operational impacts - Provide day-to-day operational support to end users and partner teams to ensure reliable execution - Monitor AI adoption, usage, and effectiveness using operational and customer metrics (e.g., AHT, FCR, NPS, ASAT) - Analyze interaction data to identify trends, friction points, and opportunities for incremental improvement - Execute continuous improvement initiatives prioritized by the Team Lead, including tuning models, refining workflows, and improving agent guidance - Design and maintain feedback loops incorporating agent input, QA findings, and customer signals - Develop dashboards and reports to communicate AI performance metrics and business impact - Support pilot programs and proof-of-concept initiatives as directed by the AI Operations Solutions Team Lead - Assist with requirements gathering, testing, validation, and operational readiness for new AI capabilities - Support transition of approved pilots into steady-state operations by executing configuration, documentation, and performance monitoring activities - Provide hands-on execution and analytical input to inform decision-making and prioritization - Execute AI workflows in compliance with data privacy, security, and responsible AI standards - Partner with NRG’s Data & AI and Technology teams to support ethical, fair, and transparent AI outputs - Ensure documentation and controls support auditability, governance, and long-term sustainability of AI solutions Benefits - Join a forward-thinking team that’s redefining customer experience through AI innovation - Play a key role in transforming how customers interact with our contact center—making every conversation smarter, faster, and more impactful - Work with cutting-edge AI technologies in a company committed to ethical AI and a culture of continuous innovation - Enjoy a collaborative culture with opportunities for growth, learning, and career development

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Role Description Under the supervision of the Assistant Dean, Los Angeles Pacific University (LAPU) adjunct faculty are responsible for ensuring that students meet all learning objectives and successfully complete their course as outlined in the syllabus and that they receive appropriate and timely feedback and assessments throughout the course. Additionally, they will track, monitor, advise, and openly discuss course matters with students as needed throughout the course. Qualifications - Vital Christian faith and lifestyle - Supportive of the evangelical mission and purpose of LAPU - Minimum earned master’s degree in business, management, or leadership - Online teaching experience or completion of an online teaching certification process Requirements - Earned doctorate in business, management, or leadership (desired) - Minimum of two years of online teaching experience in higher education (desired) - Course development experience (desired) - Experience teaching post-traditional students (desired) Essential Functions - Engage in all class activities and discussion forums with students - Respond to student emails, phone calls, and “ask the prof” forum within one business day - Return graded assignments by 11:59 PM (Pacific Time) Friday in online courses and within four business days of the due date or submission (whichever is later) - Grade and provide quality feedback to students on their assignments, including progress reports and assessments of student activities - Communicate with LAPU staff and Success Coaches as appropriate concerning any problems or potential problems with students - Follow additional job expectations as outlined in the Instructor Expectations document - Use the Early Alert form as appropriate Missional Expectations All employees play a critical role in the establishment and maintenance of a robust Christian community that seeks to serve with grace the needs of all employees and students. 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Specifically, faculty carry out LAPU’s Christian faith and mission by integrating themes, concepts, doctrines and other relevant insights from the Christian faith into teaching assignments or curriculum in any discipline, providing students with opportunities to think critically from a Christian point of view, to explore ideas from the vantage point of Christian tradition, and through that lens, to challenge, deepen and affirm cultural, professional or disciplinary perspectives related to the content of courses (i.e., relating the Christian faith to life and learning). Adjunct faculty are assessed periodically on their performance of these duties. Adjunct faculty members also carry out LAPU’s Christian faith and mission by engaging in the spiritual development of students through faith integration, spiritual and pastoral counseling, and writing or publishing from a Christian point of view. 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