Lead Analyst - Support Digital

Drive AI-enabled digital transformation initiatives by identifying opportunities to leverage Generative AI, AI Agents, conversational AI, automation, and intelligent self-service to improve customer and agent experiences. Design, build, configure, and optimize AI-powered bots and virtual assistants , including intents, prompts, workflows, business rules, conversational journeys, escalation paths, and AI agent capabilities. Design and support RAG-based AI solutions , including knowledge ingestion, content chunking, metadata, retrieval, grounding, prompt design, and response evaluation to improve AI accuracy and relevance.

Own AI knowledge and content curation , ensuring content is accurate, structured, current, searchable, and optimized for both traditional search and GenAI/RAG experiences. Develop and manage AI guardrails and governance , including hallucination controls, response boundaries, data/privacy considerations, escalation rules, human handoff, and responsible AI practices. Perform AI prompt engineering and optimization , developing and refining system prompts, instructions, context, and response patterns to improve AI performance and customer outcomes.

Establish AI testing and evaluation frameworks , testing responses for accuracy, relevance, grounding, intent recognition, safety, consistency, and adherence to business rules before and after production releases. Analyze AI and customer interaction data to identify trends, failure po