AI Workflow Automation Specialist

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 an AI Workflow Automation Specialist to design, implement, and optimize AI-powered workflows that improve operational efficiency, reduce manual effort, and enhance business performance. This role focuses on identifying automation opportunities and delivering scalable solutions that support business transformation initiatives.

The successful candidate will work closely with business stakeholders, technical teams, and automation leaders to implement innovative AI-driven workflows 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.

Key Responsibilities:

Workflow Analysis & Process Improvement

• Identify and evaluate opportunities for automation.
• Analyze existing business processes and workflows.
• Identify inefficiencies and automation opportunities.
• Document current and future-state process designs.
• Recommend process improvement initiatives.

Automation Design & Implementation

• Develop and deploy AI-powered automation solutions.
• Configure and implement workflow automation solutions.
• Integrate automation tools with business systems.
• Support solution testing and deployment activities.
• Ensure automation solutions meet business requirements.

Stakeholder Collaboration & Support

• Partner with business and technical teams.
• Gather requirements from stakeholders.
• Provide recommendations on automation opportunities.
• Support user training and adoption initiatives.
• Assist with issue resolution and troubleshooting.

Performance Monitoring & Optimization

• Ensure automation solutions deliver measurable value.
• Monitor workflow performance and effectiveness.
• Track automation metrics and outcomes.
• Identify opportunities for optimization and enhancement.
• Support continuous improvement activities.

Innovation & Best Practices

• Promote automation excellence across the organization.
• Stay informed about AI and automation technologies.
• Contribute to automation standards and best practices.
• Support pilot programs and innovation initiatives.
• Recommend new tools and capabilities.

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, Information Systems, Operations Management, Technology, Engineering, or a related field.
• Minimum 3 years of experience in workflow automation, process improvement, business analysis, or technology delivery.
• Experience analyzing and documenting business processes.
• Knowledge of workflow automation concepts and methodologies.
• Strong analytical and problem‑solving skills.
• Experience gathering and documenting requirements.
• Ability to work with technical and non‑technical stakeholders.
• Strong communication and presentation abilities.
• Experience supporting project or implementation activities.
• Strong organizational and planning skills.
• Ability to manage multiple priorities effectively.
• Experience working within structured delivery methodologies.

Nice to Have

• Experience with AI‑powered automation tools.
• Experience with workflow orchestration platforms.
• Knowledge of Generative AI and AI agents.
• Experien…