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Cayenta

AI Operations Specialist

Cayenta

. Drive Support transformation and continuous improvement by evaluating processes, identifying pain points and inefficiencies, and recommending solutions .

Posted 10/7/2026full-timeRemote • Canada, United StatesMid-LevelSenior💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in AI tools and process improvement, with a strong focus on customer support and operational efficiency. Capable of analyzing data, implementing AI solutions, and collaborating across teams to enhance customer interactions and support metrics.

Highest-signal resume keywords
Generative AI KnowledgeProcess ImprovementCustomer Support ExperienceData AnalysisProject Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
AI Tools ConfigurationProcess EvaluationData AnalysisPrompt DesignAutomation ImplementationSQLAPIsTechnical SupportChange ManagementTesting AI Solutions
Soft Skills
Analytical SkillsCustomer-Service MindsetWritten CommunicationVerbal CommunicationCollaboration
Tools & Technologies
AI PlatformsChatbotsAutomation ToolsEnterprise SoftwareERP Systems
Industry Keywords
Utility IndustryCustomer OperationsSupport MetricsOperational StandardsContinuous Improvement

Tech Stack

Tools & technologies
ERPSQL

About the role

Key responsibilities & impact
  • Drive Support transformation and continuous improvement by evaluating processes, identifying pain points and inefficiencies, and recommending solutions
  • Gather and analyze feedback from customers, Support teams, leadership, and stakeholders, translating business needs into process, technology, and AI improvements
  • Examine ticket trends, customer interactions, support metrics, and recurring issues to identify opportunities to reduce customer effort and improve support
  • Identify opportunities to use AI, automation, and emerging technologies to improve Support processes and customer interactions
  • Design, configure, test, deploy, and continuously improve AI tools used by employees and customers
  • Serve as subject matter expert and escalation resource for AI-related tools and capabilities
  • Monitor AI performance, accuracy, adoption, customer feedback, and business impact and recommend improvements
  • Develop and maintain prompts, workflows, knowledge sources, test scenarios, documentation, and operational standards
  • Coordinate AI and Support improvement initiatives from discovery through testing, implementation, adoption, and measurement
  • Partner with Product and R&D to ensure AI capabilities are supportable and operationally ready before rollout
  • Develop training, troubleshooting procedures, knowledge articles, and best practices for Support teams
  • Champion responsible AI adoption throughout Customer Operations
  • Establish success measurements for improvement initiatives, including efficiency, adoption, customer satisfaction, ticket reduction, resolution time, and employee experience
  • Help define processes and operating model for a future AI Support/Operations function

Requirements

What you’ll need
  • 3+ years of experience in customer support, business analysis, process improvement, technical support, or a related role; equivalent education and experience will also be considered
  • Strong analytical and investigative skills
  • 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 ability to quickly learn new AI platforms, applications, and technologies
  • Strong customer-service mindset
  • 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
  • Commitment to continuous learning, experimentation, documentation, and responsible use of AI
  • Current, valid passport
  • Legally eligible to travel internationally, including passport-based visa exemption or required travel visas for entry into Canada, the United States, and the Caribbean
  • Experience implementing or supporting AI agents, chatbots, copilots, automation, or other AI-powered solutions is a differentiator
  • Experience with prompt design, AI workflows, knowledge grounding, or testing AI solutions is a differentiator
  • Experience analyzing support data, customer feedback, or operational metrics is a differentiator
  • Experience with APIs, SQL, integrations, scripting, or other technical concepts is a differentiator
  • Experience with business requirements, user stories, testing, or change management is a differentiator
  • Previous experience with enterprise software, ERP, CIS, or utility technology is a differentiator
  • Previous experience in the utility industry is a differentiator

Benefits

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