• Own Mission Lane's operations AI agenda from strategy through execution • Develop and deliver an AI Operations strategy from the ground up • Identify problems where meaningful AI solutions exist and evaluate vendors • Work with cross-functional teams across Product, Engineering, vendors, and Operations to execute it • Measure success based on outcomes that matter, including cost, quality, and customer experience

• Diseñar, desarrollar e implementar soluciones avanzadas de IA utilizando LLMs, RAG, embeddings, bases de datos vectoriales, búsqueda semántica y arquitecturas basadas en agentes. • Construir sistemas inteligentes capaces de procesar documentos, recuperar conocimiento, generar contenido, automatizar procesos y transformar información no estructurada en datos útiles para el negocio. • Trabajar con herramientas modernas de IA Generativa como LangChain, LangGraph, Hugging Face, PyTorch, MCP, frameworks multiagente y servicios de IA en la nube. • Desarrollar aplicaciones de IA escalables y robustas sobre plataformas como Azure, AWS, Databricks u otras tecnologías similares. • Experimentar con modelos fundacionales, prompts, estrategias de recuperación de información, patrones de orquestación y técnicas de optimización de rendimiento. • Colaborar con equipos de ingeniería, producto, datos y negocio para definir la mejor solución técnica para cada desafío. • Mantenerte actualizado sobre las últimas tendencias del ecosistema de IA Generativa y llevar nuevas ideas y tecnologías a proyectos reales.

• Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilization of NICE self-service and AI solutions. • Consult with clients to understand their current business and technical processes, self-service needs, and AI implementation requirements. • Provide best practice recommendations to design and implement self-service and AI software solutions, ensuring customers fully optimize their business processes and maximize potential. • Collaborate with product development teams to provide feedback and suggest improvements based on client experiences. • Own and manage senior stakeholder relationships, ensuring active participation and sponsorship throughout the engagement. • Build long-term relationships with customers, becoming a trusted advisor. • Organize and guide application and data consultants through program leadership, acting as the consulting engagement quarterback. • Manage consulting programs with continuous alignment with the entire product implementation program. • Establish and monitor progress toward business success criteria for each product and business unit. • Map business cases into action items and solution designs. • Align launch strategies with use cases and value priorities. • Secure buy-in from different stakeholders (internal and external). • Provide input into technical project plans, ensuring business requirements and best practices are fully captured. • Develop and deliver presentations to demonstrate the value and capabilities of our software solutions. • Analyze client data to identify opportunities for process improvement, increased software adoption, and AI-driven insights.

Role Description The Workforce Optimization Planner is responsible for proactively forecasting workforce demand by aligning capacity to ensure the right resources are available at the right time. This role will collaborate closely with cross-functional teams, such as operations and finance, to continuously refine forecasts and improve resource alignment based on evolving business needs and past performance insights. LOCATION: This remote position requires that candidates reside in the following eligible states: Georgia, Florida, Pennsylvania, Kentucky, Texas, Wisconsin, Michigan. Responsibilities: - Lead - Optimization Execution - Create and manage optimized schedules that balance demand, employee preferences, and compliance requirements. - Execute intraday management by making real-time adjustments during demand fluctuations. - Monitor and analyze core KPIs such as schedule adherence, utilization/productivity rates, service level attainment (SLAs). - Identify process inefficiencies, bottlenecks, and waste, and drive continuous improvement initiatives. - Partner cross-functionally (Operations, HR, IT) to align workforce strategies with business needs. - Lead training and adoption of workforce tools, reporting, and planning best practices. - Protect - Workforce Sustainability - Minimize unnecessary labor costs through overtime reduction and efficiency improvements. - Ensure consistent adherence to labor budgets and financial targets. - Protect service quality by maintaining reliable SLA performance and staffing coverage. - Monitor workforce balance to reduce burnout and attrition risks. - Administer and optimize WFO/WFM systems (e.g., NICE, Verint, Dayforce, ServiceNow) to ensure data accuracy and process integrity. - Ensure compliance with labor laws, scheduling policies, and rest requirements. - Anticipate - Plan for the Business - Develop accurate demand forecasts using historical data, trends, and seasonal modeling. - Build capacity and staffing models to determine optimal headcount and skill mix. - Identify staffing gaps or surpluses early and recommend hiring, scheduling, or reallocation strategies. - Maintain high forecast accuracy (low variance) between projected and actual workload. Qualifications - Technical Expertise: WFM platforms, advanced Excel, data visualization (Power BI/Tableau). - Analytical Skills: Forecasting, statistical modeling, scenario planning. - Communication: Ability to translate complex data into actionable insights. - Business Acumen: Understanding of operational workflows across environments like contact centers, healthcare, retail, or logistics. - Experience: 3+ years of technical workforce planning experience. - Education: Bachelor’s Degree in Operations Management, Supply Chain Management, Business Administration (or similar) OR equivalent years of experience. Benefits - Comprehensive medical, dental, and vision coverage. - Wellness program with resources for healthy living. - Health Savings Account (HSA) and Flexible Spending Account (FSA) for tax-free savings. - Tuition reimbursement opportunities. - Generous PTO so you can recharge. - Paid holidays and sick time. - Leave options to support life’s biggest moments. - Life and Disability insurance through Unum. - Voluntary coverage options for added peace of mind (Critical Illness, Accident, Hospital Indemnity, Legal, and Identity Protection). - Employee Assistance Program (EAP) for free, confidential counseling and support. - Backup care when you need it for children, elders, and pets through Care.com. - Remote work options available for many roles. - Flexible schedules in select positions.