AI Operations Analyst

Optum is a global organization that delivers care, aided by technology, to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start  
** Caring. Connecting. Growing together.*
* The statements listed below are not intended to be all inclusive of the duties and responsibilities of the position.  Based on leadership decisions and business needs,  **"
** all other duties as assigned **"
** will be expected for each position.

The AI Operations Analyst role is responsible for supporting the integration and optimization of AI capabilities within a contact center environment. The position focuses on understanding operational workflows, gathering and documenting requirements, evaluating performance, and supporting cross‑functional collaboration between Operations, Clinical teams, IT, and Analytics.

This role does not require direct development or coding of AI tools. Instead, the analyst defines business requirements, supports testing and rollout activities, monitors performance, and identifies additional opportunities for AI-driven process improvement. Familiarity with Amazon Connect, Contact Lens, and Amazon Lex are highly beneficial for understanding system capabilities and developing effective requirements.

You'll enjoy the flexibility to work remotely
* from anywhere within the U.S. as you take on some tough challenges.

*
* Primary Responsibilities:

*
* +  
** Business Analysis & Requirements*
* + Collaborates with Operations, Quality, and Clinical teams to understand processes, challenges, and desired outcomes

+ Translates business needs into clear, structured business and functional requirements for technical teams

+ Develops process maps, user stories, acceptance criteria, and test scenarios for technology enhancements, AI-capabilities, Contact Center operational workflows and reporting

+ Supports the design and refinement of call flows, agent workflows, and user interactions

+  
** AI Use Case & Workflow Development*
* + Contributes to the development of AI-enabled workflows for demographic and eligibility data capture, clinical AI integration, and agent-assist capabilities

+ Conducts research on emerging AI capabilities and applies best practices relevant to contact center operations

+ Partners with subject matter experts to validate workflow logic and ensure operational accuracy

+  
** Performance Monitoring & Reporting*
* + Defines success metrics and KPIs for AI initiatives, such as containment rates, accuracy, efficiency, sentiment, and quality impacts

+ Supports the development of dashboards or analytical views to monitor AI performance over time

+ Performs root cause analysis to identify issues affecting workflow or AI performance

+ Prepares summaries, insights, and recommendations for operational and technical leadership

+  
** Cross-Functional Coordination*
* + Acts as the primary operational liaison to IT, Data, and vendor teams for AI enhancements and platform changes

+ Supports planning and execution of user acceptance testing (UAT)

+ Assists in organizing work plans, documenting requirement decisions, translating feedback, and coordinating project timelines

+ Participate in the onboarding and implementation of new contact center platforms

+  
** Continuous Improvement & Opportunity Identification*
* + Identifies opportunities to use AI to improve efficiency, compliance, or customer experience

+ Develop benefit assessments, value estimates, and business cases for potential AI use cases

+ Maintains a structured backlog of improvement opportunities and participates in prioritization discussions

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you…