Automation and AI Senior Associate

About the job

Grow your career internally or refer a friend to athenahealth! Role summary: This role identifies opportunities to leverage Automation and AI across business processes. Partners with business and data teams to support development and implementation of solutions. Drives adoption to improve operational efficiency, productivity, and customer experience. Team summary: The Service Platform Enablement Team is responsible for athenahealth’s issue resolution design and technical process, and the continuous improvement of athenahealth’s support methodologies and related tools. The team focuses on defining a customer-centric issue resolution path, optimizing Salesforce Service Cloud and other engagement platforms to enable best-practice processes and ensure issues are managed efficiently and effectively to increase customer satisfaction. In collaboration with the other members of the SPIES team this role will focus on ensuring that teams have an optimal Salesforce configuration, documentation, support, and reporting tools to meet their needs within the standards set forth by the organization. Essential Job Responsibilities: • Identify high-impact AI and Automation opportunities across Client Support Center. • Identifies use cases, collaborates with business and data teams, and supports development of AI/automation solutions. • Translate business problems into AI/ML solution requirements. • Build clean, reliable datasets for AI models. • Analyze post-deployment AI data (accuracy, precision, recall) and recommend improvements. • Continuously identifies opportunities to scale automation and integrate AI into business processes. Additional Job Responsibilities: • Support deployment of AI models into business workflows and platforms (e.g., contact center routing, chatbots, CRM insights). • Collaborate to ensure AI features integrate seamlessly. • Define success criteria and KPIs for each AI use case. • Present findings and recommendations to stakeholders. • Support workshops, proofs of concept, and stakeholder reviews. • Drive adoption and awareness of AI use cases across business units. Expected Education & Experience: • Bachelor of Engineering • 6 to 9 years of relevant experience.