Contact Center AI Automation Analyst

GEICORichardson, TX

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At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities.

Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose.

When you join our company, we want you to feel valued, supported and proud to work here. That’s why we offer The GEICO Pledge : Great Company, Great Culture, Great Rewards and Great Careers.

Job Description : Contact Center AI & Machine Learning Automation

Job Title : Contact Center AI & Machine Learning Business Analyst

Location : Richardson, TX,

About Us :

GEICO provides exceptional customer service through innovative solutions and operational excellence. We are seeking talented and experienced Senior / Lead Contact Center AI & Machine Learning Analysts to join our team and drive our contact center operational excellence and automation initiatives.

Position Summary :

The Contact Center AI & Machine Learning Automation Analyst will play a pivotal role in transforming our sales, service and claims call center operations by leveraging RPA, AI and Machine Learning capabilities to enhance customer experience. This individual will identify, test, measure, monitor and optimize automation solutions in the contact center to increase operational efficiency and effectiveness. The ideal candidate will have a strong background in call center automation capabilities, proficiency in contact center AI tools implementation and application, measurement and optimization.

Key Responsibilities :

Develop and implement business strategies for leveraging AI, Generative AI, and Robotic Processing Automation to automate customer and agent tasks and improving operational quality and efficiency.
Collaborate with stakeholders to identify opportunities for automation and define project scopes, timelines, deliverables, and KPIs.
Scope and run pilots, operational tests, and controlled deployments of automation technologies to strengthen business case assumptions and optimize for rapid scalability
Oversee the design, development, and deployment of automation solutions, ensuring alignment with business goals and customer needs
Monitor and analyze performance metrics to evaluate the effectiveness of automation initiatives and identify areas for continuous improvement
Evaluate Virtual Assistants performance and identify gaps for improvement
Stay abreast of industry trends and emerging technologies to drive innovation and maintain a competitive edge.
Foster a culture of collaboration, innovation, and continuous learning within the team and across the organization
Collaborate with the AWS Connect call center project team

Skills Required :

Strong understanding of auto insurance sales, service and claims operations.

Experience in process mapping, data analysis, business case development

Experience with contact center automation, modernization, or transformation

Expertise in Excel and Power BI for data visualization and reporting

Working Knowledge of SAS, SQL or Python

Experience in IVR, Virtual Assistants, Machine Learning, large language models (LLMs), optimization and business performance measurement

Familiarity with AWS cloud capabilities (e.g., AWS Lambda, AWS Lexa, etc.), Amazon Connect, ETL processes, and data analysis

Preferred Skills :

Proficiency in Python for advanced data analysis and automation measurement

Strong leadership abilities to guide and influence team members.

Expertise in AI, Machine learning and large language models measurement techniques and best practices

Qualifications :

Bachelor’s degree in Data Science, Statistics, Computer Science, or a related field. A Master's degree is preferred.

Prior experience with machine learning, AI and large language models application in operations

Proven track record of identifying and implementing process improvements in call center operations

Excellent analytical, problem-solving, and decision-making skills.

Strong communication skills, with the ability to convey complex data insights to non-technical stakeholders.

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At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

The GEICO Pledge :

Great Company : At GEICO, we help our customers through life’s twists and turns. Our mission is to protect people when they need it most and we’re constantly evolving to stay ahead of their needs.

We’re an iconic brand that thrives on innovation, exceeding our customers’ expectations and enabling our collective success. From day one, you’ll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on people’s lives.

Great Careers : We offer a career where you can learn, grow, and thrive through personalized development programs, created with your career – and your potential – in mind. You’ll have access to industry leading training, certification assistance, career mentorship and coaching with supportive leaders at all levels.

Great Culture : We foster an inclusive culture of shared success, rooted in integrity, a bias for action and a winning mindset. Grounded by our core values, we have an an established culture of caring, inclusion, and belonging, that values different perspectives. Our teams are led by dynamic, multi-faceted teams led by supportive leaders, driven by performance excellence and unified under a shared purpose.

As part of our culture, we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers.

Great Rewards : We offer compensation and benefits built to enhance your physical well-being, mental and emotional health and financial future.

Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.

Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.

Access to additional benefits like mental healthcare as well as fertility and adoption assistance.

Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

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Contact Center Analyst • Richardson, TX