SME (AI Analytics) - Fulltime

Job Title: Subject Matter Expert - AI Advanced Analytics
Location: Baltimore, MD (5 Days Onsite)
Duration: Fulltime

Job Description:

The AI Program Management role provides senior-level support to ****’s AI governance and analytics efforts. The primary focus is using GenAI and advanced analytics to analyze Amazon Connect call center data, including transcripts, to identify service trends, communication patterns, customer experience issues, and potential indicators of bias or inconsistency in service delivery. The role also develops Tableau dashboards, visual analytics, and executive reporting that translate call center and transcript-derived insights into actionable information, while supporting AI governance policy development, acceptable-use documentation, and AI policy and inventory attestations. 

Design Tasks:

Use GenAI and advanced analytics to analyze Amazon Connect call center data, including call metadata, interaction records, and transcript data, to identify service trends, communication patterns, customer experience issues, and potential indicators of bias or inconsistency in service delivery.

·         Analyze structured and unstructured call center data, including transcripts, to uncover recurring issues, escalation drivers, agent/customer interaction themes, and operational improvement opportunities.

·         Develop and maintain Tableau dashboards, reports, and data visualizations that present call center metrics, transcript-derived insights, and customer service trends in a clear, actionable format for business and executive stakeholders.

·         Create executive-ready visual analytics products that combine Amazon Connect operational data with transcript analysis to support leadership oversight, service improvement, and evidence-based decision-making.

·         Design and refine reporting approaches that reveal patterns in call handling, customer experience, communication quality, and service consistency across channels and user groups.

·         Integrate structured and unstructured datasets into reporting and visualization solutions.

·         Work closely with the office responsible for AI policy and governance to ensure that analytics use cases, transcript analysis activities, and reporting outputs align with approved AI policies, acceptable use standards, and responsible AI practices.

·         Support development and implementation of AI governance policies and procedures that align with *** and Federal Government direction on AI.

·         Document acceptable uses of AI within ***, including considerations for ethics, transparency, accountability, fairness, and appropriate use of AI-enabled analytics.

·         Assist *** in preparing, understanding, and completing AI policy and inventory attestations, data calls, and related governance documentation.

·         Support implementation of processes that assure Agency compliance with AI policies and procedures, particularly for AI-enabled analytics and customer service insight use cases.

·         Develop governance documentation related to secure and compliant AI use, including considerations for privacy, access controls, data handling, and oversight of AI-generated outputs.

·         Collaborate with business stakeholders, data analysts, call center teams, policy leads, and technical staff to translate customer service analytics requirements into useful reporting, governance, and operational products.

·         Prepare weekly status reports, technical documentation, executive briefings, presentations, dashboards, and standard operating procedures to support Work Activity objectives.

Required Qualifications:

·         Bachelor’s degree in Data Science, Computer Science, Information Systems, Public Policy, Artificial Intelligence, Business, or a related field, with 8+ years of relevant experience in data analytics, AI/GenAI analytics, customer experience analytics, or AI governance; or a master’s degree with 5+ years of relevant experience.

·         Demonstrated experience analyzing call center data, customer interaction data, or Amazon Connect data in support of operational insight, service improvement, or compliance oversight.

·         Strong experience working with transcript analytics, text analytics, natural language processing, or GenAI-enabled methods to derive insights from unstructured customer service data.

·         Strong experience developing Tableau dashboards, visual reports, and interactive analytics products for executive and operational stakeholders.

·         Experience integrating structured and unstructured datasets into reporting and visualization solutions.

·         Familiarity with customer experience analytics, call center performance measurement, sentiment or theme analysis, and service trend identification.

·         Experience supporting AI governance, responsible AI implementation, or policy compliance in environments using AI-enabled analytics.

·         Experience translating analytics findings into executive-level presentations, decision-support materials, and actionable operational recommendations.

·         Familiarity with federal AI guidance, AI inventory reporting, acceptable use documentation, or policy attestation processes.

·         Experience working in a federal agency or other highly regulated environment with strong documentation, compliance, and oversight requirements.

·         Experience collaborating across business, policy, technical, and data teams to support analytics-driven governance and operational improvement initiatives.

·         Experience preparing technical documentation, executive communications, reports, and standard operating procedures.

·         Strong analytical, stakeholder coordination, facilitation, and communication skills across business, policy, and technical audiences.

·         Experience using Microsoft Office Suite, SharePoint, Confluence, and workflow or work management tools.

·         Ability to obtain a Public Trust and be available to travel to the client site in Woodlawn, MD with an hour’s notice.

Must be able to obtain and maintain a Public Trust. Contract requirement.