**Description** Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve. **Summary:** We are seeking a Senior Analyst to support and enhance our customer care support tools, with a primary focus on Verint solutions. This role will also drive AI-driven initiatives to optimize efficiency, reduce costs, and enhance customer support operations within our healthcare system. The ideal candidate will have a strong background in customer care technology, analytics, and AI implementation. **Responsibilities:** + Administer, maintain, and optimize Verint workforce engagement and customer support tools to enhance operational performance. + Partner with customer care teams to identify pain points and opportunities for process improvement. + Analyze operational data to uncover cost-saving opportunities and enhance the efficiency of support tools. + Lead the exploration, evaluation, and implementation of AI-driven solutions, including automation, virtual assistants, and predictive analytics. + Collaborate with IT, business stakeholders, and third-party vendors to ensure seamless integration of AI and automation technologies. + Develop business cases for AI-driven innovations to "bend the cost curve" and improve customer service outcomes. + Monitor and measure the effectiveness of AI-driven initiatives, providing insights and recommendations for continuous improvement. + Ensure compliance with healthcare regulations and data privacy standards when implementing AI solutions. + Provide training and support for end-users on new tools, features, and AI-driven enhancements. + Stay up to date on emerging AI trends and best practices in customer care technology. + Functions as a technical consultant to the health system and maintains high service levels. Participates in system wide initiatives to improve efficiency and reach institutional goals and objectives. **Other Information** **Education Requirements:** ● Bachelor’s degree in Computer Science, Information Systems Management or related field (or equivalent combination of education, training and experience). **Licensure/Certification Requirements:** ● No licensure or certification required. **Professional Experience Requirements:** ● If a Bachelor's degree: Four (4) years of experience with IT systems and/or related operational experience. ● If an Associate's degree: Six (6) years of IT systems and/or related operational experience. ● If a High School diploma or GED: Eight (8) years of IT systems and/or related operational experience. **Knowledge/Skills/and Abilities Requirements:** ● Excellent analytical and communication skills. Ability to work well in a team environment. Demonstrated ability to successfully manage multiple tasks simultaneously. Highly responsive to internal customers. **Job Details** Legal Employer: NCHEALTH Entity: Shared Services Organization Unit: ISD Business and Revenue Cycle Work Type: Full Time Standard Hours Per Week: 40.00 Salary Range: $41.04 - $59.00 per hour (Hiring Range) Pay offers are determined by experience and internal equity Work Assignment Type: Remote Work Schedule: Day Job Location of Job: US:NC:Morrisville Exempt From Overtime: Exempt: Yes This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job. Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity. Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.