AI Operations Analyst

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.  

We are seeking a highly organized and analytical AI Operations Analyst to support the day-to-day operations, performance monitoring, and continuous improvement of AI-powered solutions and platforms. This role is responsible for ensuring AI systems operate efficiently, deliver expected outcomes, and align with business objectives and operational standards.

The successful candidate will work closely with AI engineers, product teams, operations leaders, and business stakeholders to monitor performance, identify optimization opportunities, and support the successful adoption of AI technologies across the organization.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

AI Operations Monitoring & Performance Management

• Ensure AI systems and processes operate effectively and reliably.
• Monitor AI solution performance, utilization, and operational metrics.
• Track system effectiveness against business objectives and KPIs.
• Identify operational issues, bottlenecks, and performance trends.
• Support the resolution of operational incidents and service disruptions.

Data Analysis & Reporting

• Provide actionable insights that support AI decision-making and optimization.
• Analyze operational data and performance indicators.
• Develop dashboards, reports, and performance summaries.
• Identify opportunities for efficiency improvements.
• Support data-driven decision-making processes.

Process Optimization & Continuous Improvement

• Drive operational excellence across AI initiatives.
• Review existing workflows and operational procedures.
• Recommend improvements to processes and service delivery models.
• Support implementation of optimization initiatives.
• Contribute to operational best practices and standards.

Stakeholder Collaboration & Support

• Work closely with business and technical teams to ensure successful AI operations.
• Collaborate with AI engineers, product teams, and operational stakeholders.
• Support business users and operational teams.
• Assist with issue tracking and resolution activities.
• Facilitate communication between technical and non-technical teams.

Governance & Operational Controls

• Support effective management of AI operational environments.
• Ensure adherence to operational standards and procedures.
• Maintain documentation and operational records.
• Support governance, compliance, and audit activities.
• Assist with risk identification and mitigation efforts.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Bachelor's Degree in Business, Operations Management, Information Systems, Data Analytics, Technology, or a related field.
• Minimum 3 years of experience in operations analysis, business analysis, technology operations, or related disciplines.
• Strong analytical and problem-solving capabilities.
• Experience working with performance metrics and operational reporting.
• Ability to interpret data and identify trends and opportunities.
• Experience documenting processes and operational procedures.
• Strong stakeholder management and communication skills.
• Proficiency in reporting and productivity tools.
• Strong organizational and time-management abilities.
• Ability to manage multiple priorities simultaneously.
• Experience working in cross-functional environments.
• Understanding of operational governance and performance management principles.

Nice to Have

• Experience supporting AI, machine learning, or automation initiatives.
• Knowledge of Generative AI technologies.
• Experience with business intelligence and reporting tools.
• Familiarity with Agile delivery methodologies.
• Experience within technology, SaaS, BPO, or shared services environments.
• Knowledge of workflow automation solutions.
• Exposure to AI governance frameworks.
• Experience supporting digital transformation initiatives.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.  Job offers are contingent on drug screening results. (Does not apply in Canada)

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

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The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.