GEICO is looking to transform its sales, service, and claims call center operations by leveraging RPA, AI, and Machine Learning capabilities to enhance customer experience, increase operational efficiency, and effectiveness.
Requirements
- Experience with contact center automation, modernization, or transformation
- Expertise in Excel and Power BI for data visualization and reporting
- Experience with SQL and Python
- Experience with IVR, Virtual Assistants, Machine Learning model development and application, large language models (LLMs), optimization and business performance measurement
- Familiarity with AWS cloud capabilities (e.g., AWS Lambda, AWS Lexa, etc.), Amazon Connect, ETL processes, and data analysis
- Proficiency in Python for advanced data analysis and automation solutions development
- Expertise in AI, Machine learning and large language models to develop and measure techniques and best practices
Responsibilities
- Develop and implement business strategies and solutions for leveraging AI, Generative AI, and Robotic Processing Automation to improve operational quality and efficiency.
- Collaborate with stakeholders to identify opportunities for automation and define project scopes, timelines, deliverables, and KPIs.
- Scope and run pilots, operational tests, and controlled deployments of automation technologies to strengthen business case assumptions and optimize for rapid scalability
- Oversee the design, development, and deployment of automation solutions, ensuring alignment with business goals and customer needs
- Monitor and analyze performance metrics to evaluate the effectiveness of automation initiatives and identify areas for continuous improvement
- Evaluate Virtual Assistants performance, identify gaps for improvement and optimize performance
- Collaborate with the AWS Connect call center project team
Other
- Strong understanding of auto insurance sales, service and claims operations.
- Experience in process mapping, data analysis, business case development
- Stay abreast of industry trends and emerging technologies to drive innovation and maintain a competitive edge.
- Foster a culture of collaboration, innovation, and continuous learning within the team and across the organization
- Strong leadership abilities to guide and influence team members.
