Digital Operations Support Analyst; Self-Service & AI

• Test validate and evaluate AI-powered self-service solutions to ensure accuracy relevance and quality before and after deployment
• Analyze case data customer interactions dashboards and KPIs to identify trends shift-left opportunities and improvement areas across AI and self-service experiences
• Collaborate with Knowledge Training Quality Operations Business Development and Product partners to convert case-driven issues into self-service content AI intents and/or guided solutions
• Monitor and support improvement of AI containment deflection repeat contact drivers and customer experience indicators
• Develop subject matter expertise in supported products Microsoft tools AI self-service strategy and contact center workflows
• Maintain awareness of AI self-service and digital support trends developments and best practices
• Identify and implement opportunities to streamline processes improve AI performance and enhance the customer experience
• Maintain and update the knowledge base FAQs and support documentation that feed into AI training data ensuring content is current and aligned with customer service objectives.
• Collaborate with support leaders and IT teams to gather requirements prioritize automation initiatives and ensure alignment with business goals.
• Develop and maintain process documentation workflow diagrams and automation playbooks for knowledge sharing and training.
• Ensure all automation solutions are compliant with company policies data privacy regulations and industry standards.
• Benchmark automation performance against industry standards and competitors to identify opportunities for further optimization.
• Advocate for a culture of continuous improvement and digital innovation within the customer service and support team.
• Gather and incorporate feedback from frontline advisors and customers to refine automation solutions and ensure they meet real-world needs.
• Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time

• Performance Measurement and Tuning: Knowledge of performance measurement and tuning for systems processes content and technical tools.
• Problem Solving: Knowledge of approaches tools techniques for recognizing anticipating and resolving organizational operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Effective Communications: Understanding of effective communication concepts tools and techniques; ability to effectively transmit receive and accurately interpret ideas information and needs through the application of appropriate communication behaviors.

• Experience working with contact center tools such as Salesforce Microsoft
• Experience reviewing customer data case trends or digital performance metrics and building a business case for next step recommended actions
• Experience with a variety of AI tools
• Intermediate knowledge of Microsoft Word PowerPoint and Excel
• Experience testing or validating AI virtual assistants chatbots or digital self-service solutions
• Experience building an AI agent
• Knowledge of contact center operations self-service strategy quality training or knowledge management
• Understanding of how live case drivers translate into self-service and AI opportunities
• Solid understanding of Business Process Outsourcing environments and supplier partnerships
• 4-Year degree in an applicable field or equivalent experience preferred

• Medical dental and vision benefits*
• Paid time off plan (Vacation Holidays Volunteer etc.)*
• 401(k) savings plans*
• Health Savings Account (HSA)*
• Flexible Spending Accounts (FSAs)*
• Health Lifestyle Programs*
• Employee Assistance Program*
• Voluntary Benefits and Employee Discounts*
• Career Development*
• Incentive bonus*
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement

What We Do

Cat Digital is the digital and technology arm of Caterpillar Inc. responsible for bringing digital capabilities to our world-famous yellow iron. With over 1.5M connected assets worldwide our teams use data technology advanced analytics and AI capabilities to help our customers build a better world.

Why Work With Us

The Cat Digital team is at the forefront of Caterpillar’s evolution. We take pride in solving complex problems by building new systems from the ground up. On our team you’ll leverage data from across our entire enterprise to find solutions that open a new world of possibilities for our customers and dealers. Join us in building a better tomorrow.

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