Cayenta, a division of Harris; is seeking an AI Operations Specialist who will play a key role in driving change and continuous improvement across Cayenta Support by combining business analysis, customer insight, and emerging AI technologies.
This role will work closely with Support leadership, analysts, customers, Product, R&D, and other cross-functional teams to understand customer and employee needs, examine existing support processes, identify opportunities for improvement, and develop solutions that enhance the customer experience and operational efficiency.
A primary focus of the role will be identifying where AI can meaningfully improve how Cayenta supports its customers, from improving troubleshooting and knowledge retrieval to automating repetitive work, enhancing ticket intake and resolution, and supporting AI capabilities embedded within Cayenta applications.
The AI Operations Specialist will also help support Cayenta's growing portfolio of AI tools. As Cayenta's AI capabilities expand, this role has the potential to grow into a leadership position responsible for an AI Support/Operations team, within Cayenta Customer Operations, supporting both internal and customer-facing AI solutions.
This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 25%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.
Salary:
75K - 85K
AI & Innovation Mindset
We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.
What your impact will be:
- Drive Support transformation and continuous improvement by evaluating current processes, identifying pain points and inefficiencies, and recommending solutions that improve customer satisfaction, ticket resolution, and employee effectiveness.
- Gather and analyze feedback from customers, Support teams, leadership, and other stakeholders to understand business needs and translate them into actionable process, technology, and AI improvements.
- Examine ticket trends, customer interactions, support metrics, and recurring issues to identify opportunities to reduce customer effort and proactively improve the support experience.
- Identify high-value opportunities to use AI, automation, and emerging technologies to improve Support processes, reduce repetitive work, accelerate resolution, and increase the quality and consistency of customer interactions.
- Help design, configure, test, deploy, and continuously improve AI tools used by Cayenta employees and customers.
- Serve as a subject matter expert and escalation resource for AI-related tools and capabilities, including AI functionality embedded within Cayenta applications.
- Monitor AI performance, accuracy, adoption, customer feedback, and business impact and recommend improvements based on findings.
- Develop and maintain prompts, workflows, knowledge sources, test scenarios, documentation, and operational standards for AI solutions.
- Coordinate AI and Support improvement initiatives across teams, helping move ideas from discovery through testing, implementation, adoption, and measurement.
- Partner with Product and R&D to ensure new AI capabilities are supportable and operationally ready before customer rollout.
- Develop training, troubleshooting procedures, knowledge articles, and best practices for Support teams using or supporting AI capabilities.
- Champion responsible and effective AI adoption throughout Customer Operations, helping employees understand not just how to use AI tools, but where they can create meaningful value.
- Establish measurements of success for improvement initiatives, including operational efficiency, adoption, customer satisfaction, ticket reduction, resolution time, and employee experience.
- Help define the processes and operating model for a future AI Support/Operations function as Cayenta's AI portfolio grows.
What we are looking for:
- 3+ years of experience in customer support, business analysis, process improvement, technical support, or a related role; equivalent education and experience will also be considered.
- Strong analytical and investigative skills with the ability to identify problems, understand customer needs, and recommend practical solutions.
- Experience evaluating business processes and helping drive improvements from idea through implementation.
- Experience with or strong working knowledge of generative AI and AI-assisted tools.
- Strong technical aptitude and the ability to quickly learn new AI platforms, applications, and technologies.
- Strong customer-service mindset with a focus on improving the customer and employee experience.
- Ability to work independently while collaborating effectively across Support, Product, R&D, and other teams.
- Strong written and verbal communication, organization, and project-management skills.
- A commitment to continuous learning, experimentation, documentation, and responsible use of AI.
What would make you stand out:
- Experience implementing or supporting AI agents, chatbots, copilots, automation, or other AI-powered solutions.
- Experience with prompt design, AI workflows, knowledge grounding, or testing AI solutions.
- Experience analyzing support data, customer feedback, or operational metrics to identify improvement opportunities.
- Experience with APIs, SQL, integrations, scripting, or other technical concepts.
- Experience with business requirements, user stories, testing, or change management.
- Previous experience with enterprise software, ERP, CIS, or utility technology.
- Previous experience in the utility industry.
What we can offer:
- 3 weeks’ vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more!
About Cayenta:
Cayenta is a leading provider of enterprise resource management solutions in the local government, utility and financial industries. Cayenta’s products, services and customer relationships provide the foundation for continued innovation and growth.
About Harris:
Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.
#LI-remote