[Hiring] AI Operations Analyst @UnitedHealth Group

Role Description

The AI Operations Analyst role is responsible for supporting the integration and optimization of AI capabilities within a contact center environment. The position focuses on understanding operational workflows, gathering and documenting requirements, evaluating performance, and supporting cross‑functional collaboration between Operations, Clinical teams, IT, and Analytics.

This role does not require direct development or coding of AI tools. Instead, the analyst defines business requirements, supports testing and rollout activities, monitors performance, and identifies additional opportunities for AI-driven process improvement. Familiarity with Amazon Connect, Contact Lens, and Amazon Lex are highly beneficial for understanding system capabilities and developing effective requirements.

You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Business Analysis & Requirements
  • Collaborates with Operations, Quality, and Clinical teams to understand processes, challenges, and desired outcomes
  • Translates business needs into clear, structured business and functional requirements for technical teams
  • Develops process maps, user stories, acceptance criteria, and test scenarios for technology enhancements, AI-capabilities, Contact Center operational workflows and reporting
  • Supports the design and refinement of call flows, agent workflows, and user interactions
• AI Use Case & Workflow Development
  • Contributes to the development of AI-enabled workflows for demographic and eligibility data capture, clinical AI integration, and agent-assist capabilities
  • Conducts research on emerging AI capabilities and applies best practices relevant to contact center operations
  • Partners with subject matter experts to validate workflow logic and ensure operational accuracy
• Performance Monitoring & Reporting
  • Defines success metrics and KPIs for AI initiatives, such as containment rates, accuracy, efficiency, sentiment, and quality impacts
  • Supports the development of dashboards or analytical views to monitor AI performance over time
  • Performs root cause analysis to identify issues affecting workflow or AI performance
  • Prepares summaries, insights, and recommendations for operational and technical leadership
• Cross-Functional Coordination
  • Acts as the primary operational liaison to IT, Data, and vendor teams for AI enhancements and platform changes
  • Supports planning and execution of user acceptance testing (UAT)
  • Assists in organizing work plans, documenting requirement decisions, translating feedback, and coordinating project timelines
  • Participates in the onboarding and implementation of new contact center platforms
• Continuous Improvement & Opportunity Identification
  • Identifies opportunities to use AI to improve efficiency, compliance, or customer experience
  • Develops benefit assessments, value estimates, and business cases for potential AI use cases
  • Maintains a structured backlog of improvement opportunities and participates in prioritization discussions

Qualifications

• High School Diploma/GED (or higher)
• 3+ years of experience in business analysis, operations analysis, or contact center operations
• 2+ years of experience with MS Office suite proficiency - mainly MS Excel
• 1+ years of experience with contact center systems, preferably Amazon Connect, Contact Lens or Amazon Lex/Bedrock
• Ability to obtain and maintain a suitability or determination of eligibility for a Confidential/Secret or Top Secret security clearance
• United States citizenship

Requirements

• National Career Readiness Certificate
• Experience using process mapping tools such as Visio, Lucidchart or Miro
• Experience supporting cross‑functional projects involving technology and operations teams
• Experience with AI-driven clinical triage, clinical decision support or symptom assessment tools
• Experience in healthcare contact centers, clinical workflows or eligibility processes
• Experience with utilizing Six Sigma tools for process decomposition
• Exposure to AI/ML tools or AI‑enabled business processes
• Prior military, TRICARE Beneficiary experience and/or contact center experience
• Project Management experience, healthcare related field experience and knowledge of military databases
• Familiarity with BI tools such as Power BI, QuickSight or Tableau
• Ability to create simple prototypes or conceptual models (e.g., sample intent designs, draft call flow logic, prompt concepts)
• Lean, SSA, process improvement, continuous improvement training
• Strong analytical and problem‑solving skills with the ability to transform insights into actionable recommendations

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)