Welcome to the intersection of energy and home services.

About Us NRG is a leading North American energy company, powering the lives of millions of customers across the U.S. and Canada.

Through its retail brands, including Direct Energy, NRG delivers energy solutions that prioritize reliability, innovation, and customer trust.

Within Direct Energy Canada, Customer Care plays a critical role in supporting customers through complex, highimpact interactions.

As customer expectations continue to evolve, Customer Care is investing in AIenabled capabilities to support frontline teams, improve operational efficiency, and deliver consistent, highquality customer experiences at scale.

About the Role The AI Solutions Analyst plays a critical role in the daytoday operation, optimization, and continuous improvement of AI solutions in production within Customer Care.

Reporting to the AI Operations Solutions Team Lead, this role is handson and executionfocusedresponsible for configuring AI workflows,monitoringperformance, resolving issues, and turning operational insights into measurable improvements for agents and customers.

The AI Solutions Analystexecutes againstdefined priorities, operating rhythms, and standardsestablishedby the Team Lead to ensure AI solutions are stable, trusted, adopted, and delivering sustained business value.

Key Responsibilities AI Operations & Solution Support Operate, support, andoptimizeAIenabled contact center solutions in production, including realtime agentassist, AIdriven insights, and virtual agent capabilities.

Configure andmaintainAI workflows using lowcode / nocode platforms in alignment with established standards and operating rhythms.

Support release readiness activities including testing, validation, deployment support, and postrelease monitoring.

Identify, troubleshoot, and resolve workflow degradation,



performance issues, or data quality concernsimpactingfrontline execution.

Maintainaccuratedocumentation of configurations, changes, and operational impacts.

Provide daytoday operational support to end users and partner teams to ensure reliable execution.

Continuous Improvement & Performance Optimization Monitor AI adoption, usage, and effectiveness using operational and customer metrics (e.g., AHT, FCR, NPS, ASAT).

Analyze interaction data toidentifytrends, friction points, and opportunities for incremental improvement.

Execute continuous improvement initiatives prioritized by the Team Lead, including tuning models, refining workflows, and improving agent guidance.

Designandmaintainfeedback loops incorporating agent input, QA findings, and customer signals.

Develop dashboards and reports to communicate AI performance metrics and business impact.

Support Recent AI Initiatives Support pilot programs and proofofconcept initiatives as directed by the AI Operations Solutions Team Lead.

Assistwithrequirementsgathering, testing, validation, and operational readiness for new AI capabilities.

Supporttransitionof approved pilots into steadystate operations by executing configuration, documentation, and performance monitoring activities.

Provide handson execution and analytical input to inform decisionmaking and prioritization.

Governance & Compliance Execute AI workflows in compliance with data privacy, security,



and responsible AI standards.

Partner with NRGs Data & AI and Technology teams to support ethical, fair, and transparent AI outputs.

Ensure documentation and controls support auditability, governance, and longterm sustainability of AI solutions.

Minimum Qualifications Bachelor Degree in Computer Science, Data Analytics, Business, or related field; or equivalent experience. 3+ years of experience in one ormore ofcontact center operations, applied AI enablement, analytics, or continuous improvement.

Experience with one or more CRM and contact center platforms such as

NiCE, SAP CRM, Salesforce, Genesys, or Five9.

Preferred Skills: Familiarity with AI platforms (e.g., Cresta, Google

Dialogflow, Microsoft Azure AI, AWS Lex, etc.).

Experience supporting AI solutions in production / steadystate environments.

Strong analytical and problemsolving skills.

Understanding ofconversational AI,NLPand real-time agentassistance.

Ability to translate technical insights into explicit, operationally relevant findings.

Experience working in agile or continuous improvement environments.

Excellent communication and stakeholder management skills.

Ability to work independently and manage multiple priorities.

Ability to translate technical concepts into business-friendly language.

Why Join Us? Join a forward-thinking teamthatsredefining customer experience through AI innovation.

Play a key role in transforming how customers interact with our contact centermaking every conversation smarter, faster, and more impactful.

Work withcutting-edgeAI technologies in a company committed to ethical AI and a culture of continuous innovation.

Enjoy a collaborative culture with opportunities for growth,learningand career development.

📌 AI Solutions Analyst - Contact Center Technologies (Calgary)
🏢 NRG Energy
📍 Calgary