HHiring Reality
← TailorCare

Senior Contact Center AI Operations Analyst

TailorCare
Location
United States
Posted
26 days ago
Department
Patient Engagement
What they actually want (must-haves)
  • Bachelor's degree in a related field, or equivalent practical experience
  • 5+ years of experience in a contact center operations, analyst, or QA role
  • Strong understanding of contact center functions, including agent workflows and operational processes
  • Hands-on experience building, configuring, or administering a contact center AI platform
  • Ability to translate business and operational requirements into structured rules or configurations
  • Strong analytical skills to interpret data and drive platform improvements
Nice to have
  • Direct experience operating in or supporting Cresta
  • Exposure to prompt design, LLM-based tools, or generative AI configuration
  • Experience in healthcare or another regulated environment
  • Experience with quality management in a contact center
What the job really is

As a Senior Contact Center AI Operations Analyst at TailorCare, you will focus on building and managing AI platforms that enhance the efficiency of the contact center. Your role involves collaborating with various teams to align AI tools with operational needs, configuring and maintaining the Cresta platform, and continuously improving its performance based on feedback and data analysis. You will also support agents and managers with system-related inquiries and contribute to reporting and analytics efforts.

Benefits
  • Remote-first work environment
  • Generous paid time off (PTO) and holiday plans
  • Paid parental leave
  • Comprehensive medical, dental, vision, life, and disability insurance
  • Wellness resources and employer HSA contribution
  • 401k plan with employer matching
Things to weigh
  • No salary listed
  • Role heavily focused on AI configuration and operations
  • Requires strong self-management and independent work skills
Job score3.2/5
Benefits4/5
Freshness4/5
Career value4/5
Role clarity4/5
Pay transparency0/5

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