Client Engagement AI Solutions Analyst

TL;DR

Client Engagement AI Solutions Analyst (AI/Fintech): Improving customer and agent experiences by transforming engagement data into actionable insights and optimizing AI-powered interactions. Focus on tuning AI models, conversation flows, and ensuring brand voice consistency while applying Lean Six Sigma methodologies to drive service excellence.

Location: Must be based in Washington, USA

Salary: $33.00 - $45.00 per hour

hirify.global is a Forbes-recognized financial institution committed to stability, workplace culture, and exceptional customer service.

What you will do

• Analyze sentiment, emotion, and voice-of-customer data across call, chat, and digital channels to drive improvements.
• Monitor and optimize AI-powered interactions, including virtual assistant flows, classification models, and routing logic.
• Implement updates to intents and training data to improve accuracy, containment, and experience quality.
• Collaborate with cross-functional teams to increase AI adoption and conduct A/B tests to validate enhancements.
• Apply Lean Six Sigma methodologies to reduce waste and streamline contact center processes.
• Maintain documentation of bot logic and model updates to ensure governance and auditability.

Requirements

• Bachelor's degree in Business Administration, Data Analytics, Information Systems, or related field.
• 2+ years of experience in contact center operations, customer experience, or AI/automation environments.
• Proficiency with data visualization tools such as Power BI or Tableau.
• Strong analytical skills with the ability to identify trends in complex datasets.
• Must be based in Washington as per the role's location requirements.
• Excellent communication and stakeholder management skills.

Culture & Benefits

• Comprehensive benefits package including medical, dental, vision, LTD, STD, and life insurance.
• 401k retirement plan with up to 4% company match.
• Paid vacation, sick time, and 11 company-paid holidays.
• Tuition reimbursement program for professional development.
• Recognized as a Great Place to Work with a strong focus on accountability and teamwork.