Senior 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 Senior AI Operations Analyst to lead operational oversight, performance analysis, and continuous improvement activities across AI-powered products, services, and platforms. This role combines operational expertise, analytical capability, and stakeholder leadership to ensure AI initiatives deliver sustainable business value and operational excellence.

The successful candidate will provide strategic insights, support operational governance, and contribute to the development of scalable AI operating models.

Key Responsibilities:

AI Operations Leadership

• Provide oversight and guidance across AI operational activities.
• Monitor and manage AI operational performance.
• Establish operational standards and performance frameworks.
• Support AI service delivery and operational governance.
• Drive operational excellence initiatives.

Performance Analytics & Business Insights

• Generate meaningful insights that support AI optimization and decision-making.
• Analyze operational performance and business outcomes.
• Develop executive reporting and performance dashboards.
• Identify trends, risks, and improvement opportunities.
• Support strategic planning and forecasting activities.

Process Improvement & Optimization

• Drive continuous improvement across AI-enabled operations.
• Review workflows and operating models.
• Recommend enhancements to operational processes.
• Support automation and efficiency initiatives.
• Contribute to operational transformation programs.

Stakeholder Management & Collaboration

• Build strong relationships across business and technology teams.
• Partner with AI engineers, product teams, and operational leaders.
• Present findings and recommendations to stakeholders.
• Support governance committees and leadership reviews.
• Facilitate cross-functional collaboration.

Governance, Risk & Compliance

• Ensure operational activities align with organizational requirements.
• Support governance and control frameworks.
• Monitor compliance with operational standards.
• Assist with risk management and audit activities.
• Maintain operational documentation and reporting.

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, Technology, Data Analytics, or a related field.
• Minimum 5 years of experience in operations analysis, business operations, technology operations, or related disciplines.
• Strong experience analyzing performance data and operational metrics.
• Experience supporting large-scale operational environments.
• Strong analytical and problem-solving abilities.
• Excellent stakeholder management and communication skills.
• Experience developing reports, dashboards, and business insights.
• Strong organizational and project management capabilities.
• Experience driving process improvement initiatives.
• Ability to influence and engage stakeholders at multiple levels.
• Experience working within governance and control frameworks.
• Ability to operate in fast-paced and evolving environments.

Nice to Have

• Experience supporting AI, machine learning, or automation programs.
• Experience with in technology, SaaS, BPO, or shared services environments.
• Knowledge of Generative AI technologies.
• Familiarity with business intelligence and analytics platforms.
• Experience supporting digital transformation initiatives.
• Knowledge of AI governance frameworks.
• Lean Six Sigma or process improvement certifications.
• Exposure to AI operating model development.

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks;

reach in any direction; raise or lower objects,…