Digital Operations Support Analyst (AI)

TL;DR

Digital Operations Support Analyst (AI): Testing and evaluating AI-driven self-service experiences to shift support from live contact centers to scalable AI solutions with an accent on AI performance validation and data-driven improvement. Focus on analyzing customer interaction trends, converting repeat case drivers into AI intents, and optimizing the overall digital support experience.

Location: Must be based in Chicago, Peoria (Illinois), or Irving (Texas), USA

Salary: $97,530 - $158,480

Company

Cat Digital is the digital and technology arm of hirify.global Inc., leveraging AI and advanced analytics to build industry-leading digital solutions for customers and dealers worldwide.

What you will do

• Test, validate, and evaluate AI-powered self-service solutions to ensure accuracy and quality before and after deployment.
• Analyze case data and KPIs to identify trends and "shift-left" opportunities to move support from live agents to AI.
• Collaborate with cross-functional partners to convert repeat case drivers into AI intents and guided solutions.
• Monitor and improve AI containment, deflection rates, and overall customer experience indicators.
• Maintain the knowledge base, FAQs, and support documentation used for AI training data.
• Gather feedback from frontline advisors and customers to refine automation solutions.

Requirements

• Knowledge of performance measurement and tuning for technical tools and processes.
• Proven ability in problem-solving for organizational and operational issues.
• Strong effective communication skills to interpret and transmit complex information.
• Must be located in the USA.
• Visa sponsorship is not available for this position.

Nice to have

• Experience with contact center tools such as Salesforce or Microsoft.
• Experience testing AI, virtual assistants, chatbots, or building AI agents.
• Knowledge of Business Process Outsourcing (BPO) environments and supplier partnerships.
• 4-year degree in an applicable field or equivalent professional experience.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• Paid time off plan including vacation, holidays, and volunteer days.
• 401(k) savings plans, Health Savings Account (HSA), and Flexible Spending Accounts (FSAs).
• Tuition reimbursement and structured career development programs.
• Parental leave and adoption benefits.