NRG Energy

AI Solutions Analyst - Contact Center Technologies

NRG Energy$70K — $95K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Computer Science, Data Analytics, Business, or related field; or equivalent experience.
  • 3+ years of experience in contact center operations, applied AI enablement, analytics, or continuous improvement.
  • Experience with CRM and contact center platforms like NiCE, SAP CRM, Salesforce, Genesys, or Five9.
  • Familiarity with AI platforms such as Cresta, Google Dialogflow, Microsoft Azure AI, or AWS Lex.
  • Strong analytical and problem-solving skills.

Responsibilities

  • Operate, support, and optimize AI-enabled contact center solutions.
  • Configure and maintain AI workflows using low-code/no-code platforms.
  • Support release readiness activities including testing and validation.
  • Identify, troubleshoot, and resolve performance issues impacting execution.
  • Monitor AI adoption and performance metrics; analyze interaction data.
  • Execute continuous improvement initiatives based on prioritized needs.
  • Support pilot programs and transition approved projects into operations.

Benefits

  • Join a forward-thinking team transforming customer experience through AI.
  • Play a key role in enhancing customer interactions with smarter AI solutions.
  • Work with cutting-edge technologies in an ethical AI-focused environment.
  • Enjoy a collaborative culture with ample growth and learning opportunities.
Full Job Description
About the Role

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, and 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.

Key Responsibilities

AI Operations & Solution Support

  • 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.


Continuous Improvement & Performance Optimization

  • 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 New AI Initiatives

  • 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.


Governance & Compliance

  • 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.


Minimum 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.


Preferred Skills:

  • Familiarity with AI platforms (e.g., Cresta, Google Dialogflow, Microsoft Azure AI, AWS Lex, etc.).

  • Experience supporting AI solutions in production / steady-state environments.

  • Strong analytical and problem-solving skills.

  • Understanding of conversational AI, NLP and real-time agent assistance.

  • Ability to translate technical insights into clear, operationally relevant findings.

  • Experience working in agile or continuous improvement environments.

  • Excellent communication and stakeholder management skills.

  • Ability to work independently and manage multiple priorities.

  • Ability to translate technical concepts into business-friendly language.


Why Join Us?

  • 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.

DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to [redacted] if you have any questions.

About NRG Energy

NRG is at the forefront of changing how people think about and use energy. Whether as the largest solar power developer in the country or by giving customers the latest tools to better manage their energy use, NRG is a pioneer in developing smarter energy choices. Our diverse power generating facilities have a capacity of about 52,000 megawatts, capable of supporting almost 42 million homes. Our retail electricity providers — Reliant and Energy Plus — and thermal energy division serve nearly 3 million residential, business, commercial and industrial customers. A Fortune 250 company, NRG supports clean energy resources and technologies critical to our transition to a sustainable, low carbon society. We built the nation's first privately-funded electric vehicle charging infrastructure and continue to create new, clean energy solutions for our customers. In addition to our environmental efforts, we actively contribute to the local communities where NRG employees live and work. Since 2004, our Global Giving program has provided millions of dollars to organizations and charities that have a direct impact on the lives of the people in our communities, including food banks and those that foster self-sufficiency, improve housing and provide supplemental education to people in need. NRG has also organized special responses for victims of extreme catastrophe, such as the Haitian earthquake and the Japanese tsunami in 2010. Employee donations were tripled to maximize the contributions. NRG has won numerous awards for industry leadership and many of its nationwide econrg initiatives, which are targeted toward meeting the challenges of climate change, clean air and natural resources protection.

NRG Energy Careers

Join the vibrant team at NRG Energy, a leader in the power and energy sector, and contribute to a sustainable future while advancing your career. At NRG Energy, we are committed to innovation, leadership, and diversity, ensuring a dynamic workplace where growth and opportunity are at the forefront.

Work You’ll Do

At NRG Energy, you’ll engage in meaningful work that powers communities and fosters environmental stewardship. Our team of professionals is dedicated to leading the energy sector through cutting-edge innovation and sustainable practices. By joining us, you help shape the future of energy, leveraging your skills to make a significant impact.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, NRG Energy offers a range of job opportunities and internships that will harness your potential and polish your skills. Our positions span from technical roles in energy management to leadership tracks in corporate functions. Each role is crucial in driving our mission of a sustainable energy future.

Career Development and Benefits

NRG Energy is deeply invested in the professional growth of its employees. We offer robust career development programs, including leadership training, professional networking opportunities, and diversity training. Our benefits package is designed to support the well-being and financial security of our team members and their families, promoting a healthy work-life balance.

Culture of Innovation and Diversity

Our company culture celebrates diversity, encourages innovation, and fosters a collaborative environment. At NRG Energy, you’ll work alongside a diverse team of experts, each bringing unique perspectives that drive our success. We believe that inclusive teamwork and innovative thinking are the keys to our continued growth and leadership in the energy sector.

Join Our Team

Embark on a rewarding career path at NRG Energy by exploring our current hiring opportunities. Tailor your job search to match your career aspirations and skills. Prepare your resume, ace the interview, and join a team that’s committed to making a difference.

Stay Connected

Keep up to date with the latest from NRG Energy: - **Career Insights**: Gain industry-leading insights and read about the latest trends in the energy sector on our careers blog. - **Job Alert Emails**: Customize your subscription to receive job alerts and insider tips that align with your career preferences. At NRG Energy, your career is more than a job—it’s a journey of growth, learning, and leadership. Join us in powering the world’s energy future while building a promising career for yourself. Explore opportunities, embrace our culture, and be part of our mission to lead the energy transition.

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Discover the exciting and rewarding opportunities waiting for you at NRG Energy. Your future starts here!
Learn more about NRG Energy
Size
6,635 employees
Market Cap
$7.4 billion
Industry
Net Income
$510 million
Founded
1989
5 Year Trend
+24.8%
Revenue
$9 billion
NASDAQ

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