AI Analytics Specialist - Hybrid

As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You’ll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success—take the lead in shaping your career development, goals and future!

Position Summary

We are seeking a results-driven AI Analytics Specialist to lead data-driven decision-making through advanced analytics, artificial intelligence, and machine learning solutions. This role combines statistical expertise, programming skills, and business acumen to extract insights from complex datasets, build predictive models, and support the deployment of AI-powered tools for call center operations. This role is critical in measuring the effectiveness of AI-driven initiatives—such as virtual agents, intelligent routing, and automation tools—by leveraging data analytics to track performance, identify trends, and provide actionable insights.

The ideal candidate will work closely with cross-functional teams—including data engineering, business intelligence, and product teams—to identify opportunities where AI and analytics can drive value, and have strong experience in data analytics, visualization tools, and call center metrics, with a passion for turning data into meaningful stories that drive continuous improvement.

Key Responsibilities

· Monitor and evaluate the impact of AI technologies on call center performance, including containment, deflection, customer satisfaction, and agent productivity.

· Develop and maintain dashboards and reports using Power BI to visualize key performance indicators (KPIs) and trends.

· Analyze large datasets from multiple sources (e.g., CRM, IVR, chatbots, call logs) to identify opportunities for improvement and validate AI outcomes.

· Data Analysis & Insights: Gather, clean, and analyze large datasets to uncover trends, patterns, and actionable insights. Communicate findings clearly to stakeholders through reports, dashboards, and visualizations. Experience with analytical programming skills (e.g., Python, R, Power BI, SQL, Databricks)

· Leverage AI tools (e.g., natural language processing, computer vision, generative AI) to solve real-world problems.

· Collaborate with cross-functional teams to interpret data and recommend enhancements to AI tools and processes.

· Deliver clear, concise, and actionable insights to stakeholders at all levels, including executive summaries and deep-dive analyses.

· Support regular performance reviews and transformation updates with data-backed narratives.

· Partner with the Continuous Improvement and AI Transformation teams to align metrics with strategic goals.

· Contribute to the development of measurement frameworks for new AI initiatives.

Qualifications

· Bachelor’s (required) in Data Science, Computer Science, Statistics, Mathematics, Business Intelligence, or a related field (Master’s preferred).

· 3+ years of experience in data analytics, preferably in a call center or customer service environment.

· Proficiency in Power BI for dashboard creation and data visualization.

· Strong knowledge of Python, R, SQL, Excel, and other data manipulation tools.

· Experience working with call center technologies and metrics (e.g., AHT, CSAT, FCR, containment).

· Ability to translate complex data into clear business insights.

· Excellent communication and collaboration skills.

Preferred Skills

· Familiarity with AI technologies such as chatbots, NLP, and machine learning.

· Experience with cloud-based data platforms (e.g., Azure, AWS).

· Knowledge of statistical analysis and predictive modeling.

· Certification in data analytics or business intelligence tools is a plus.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.