Customer Operations Systems Analyst

About the role

As a Customer Operations Systems Analyst you will partner across the entire customer organization to bridge business needs with technical solutions. You will focus on optimizing AI applications to boost operational efficiency and enhance the customer experience.

Key responsibilities

• Configure, train, and optimize Forethought AI workflows to improve self‑service and case deflection.
• Design conversational support flows that guide customers toward resolution while ensuring seamless escalation to agents.
• Analyze deflection performance, containment rates, and automation outcomes to continuously improve AI effectiveness.
• Identify knowledge gaps and collaborate with Knowledge Management teams to improve AI answer accuracy.
• Monitor AI responses for quality, accuracy, and alignment with customer experience standards.
• Develop and maintain reporting on automation impact, including deflection rates and agent time saved.
• Collect business requirements and translate them into detailed technical solution designs for systems such as Salesforce, Gainsight, CXone, and Forethought.
• Provide best‑practice recommendations to business owners and participate in design reviews with technology partners.
• Isolate, triage, and resolve bugs; assist in developing technology roadmaps and identifying emerging solutions.

Required profile

• Deep understanding of challenges faced by Customer Success and Support teams.
• Ability to design logical workflows and translate business needs into technical specifications.
• Strong analytical mindset with a focus on continuous improvement.

Required skills

• Forethought AI
• Salesforce
• Gainsight
• CXone