AI Operations Specialist

Role Overview

The AI Operations Specialist will play a key role in driving change and continuous improvement across Cayenta Support by combining business analysis, customer insight, and emerging AI technologies. This role will work closely with Support leadership, analysts, customers, Product, R&D, and other cross-functional teams to understand customer and employee needs, examine existing support processes, identify opportunities for improvement, and develop solutions that enhance the customer experience and operational efficiency.

What You Will Do

The AI Operations Specialist will identify where AI can meaningfully improve how Cayenta supports its customers, from improving troubleshooting and knowledge retrieval to automating repetitive work, enhancing ticket intake and resolution, and supporting AI capabilities embedded within Cayenta applications. The role will also help support Cayenta’s growing portfolio of AI tools and has the potential to grow into a leadership position responsible for an AI Support/Operations team.

Why It Might Be a Fit

The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency. The candidate should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.

Requirements

• 3+ years of experience in customer support, business analysis, process improvement, technical support, or a related role
• Strong analytical and investigative skills with the ability to identify problems, understand customer needs, and recommend practical solutions
• Experience evaluating business processes and helping drive improvements from idea through implementation
• Experience with or strong working knowledge of generative AI and AI-assisted tools
• Strong technical aptitude and the ability to quickly learn new AI platforms, applications, and technologies
• Strong customer-service mindset with a focus on improving the customer and employee experience
• Ability to work independently while collaborating effectively across Support, Product, R&D, and other teams
• Strong written and verbal communication, organization, and project-management skills
• A commitment to continuous learning, experimentation, documentation, and responsible use of AI

Benefits

• 3 weeks’ vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work