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.

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.

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.
• Experienc…