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Automation Analyst
Full-time
ROLE SUMMARY:
Specialist responsible for configuring, calibrating, and maintaining AI-driven solutions
(Assistant bots + Atento Insights projects) for 2–3 specific client programs.
Works primarily behind the scenes, using prompting techniques and content development
to calibrate content and analytics and improve AHT, FCR, QA coverage, and CSAT/NPS.
ROLE PURPOSE
Translate business and operational needs into practical AI configurations and calibrations for Assistant bots and Insights projects.
Configure, calibrate, and maintain Assistant bots that support agents and customers in real time through effective prompting techniques and content development.
Implement and maintain Atento Insights (speech & text analytics, VOC, automated QA).
Enable performance and customer experience improvements driven by data.
SCOPE
Focused on 2–3 client programs simultaneously.
Not customer-facing: supports internal stakeholders; client conversations are led by managers.
Executes within the priorities and requirements defined by Transformation and Continuous Improvement Leadership.
KEY RESPONSIBILITIES
A. Assistant Bots
Configure, calibrate, and maintain Assistant bots.
Calibrate the Assistant tool by designing and refining AI prompts to achieve clear, accurate, and consistent responses.
Create and update Markdown content (FAQs, procedures, workflows) used to develop and calibrate Assistant bots.
Collaborate with Operations and Training to identify top contact drivers and key use cases.
Support pilots and deployments: testing, feedback, and iterations.
Monitor usage and impact; propose content and configuration improvements.
B. Atento Insights (Speech & Text Analytics / VOC / Auto QA)
Configure and maintain Atento Insights projects for assigned programs.
Calibrate the tool by designing and refining AI prompts to achieve clear, accurate, and consistent analysis.
Create and edit JSON configuration files (categories, rules, QA logic, scoring).
Define and maintain categories, intents, and topics linked to VOC and operations.
Configure speech & text analytics metrics (sentiment, behaviors, silence, escalations).
Support automated QA configuration aligned with existing scorecards.
Work with QA and Operations to translate insights into concrete actions.
Support dashboards and data extraction for reporting purposes.
C. Collaboration and Ways of Working
Collaborate with the Transformation Manager, Sr. CI Manager, Operations, and Training teams.
Execute tasks using Agile practices and iterative delivery methods (backlog, testing, continuous improvement).
Maintain clear documentation of configurations and content structures.
Present observed trends and improvement ideas based on data and tool usage.
Collaborate with the Business Intelligence team to design and maintain Power BI dashboards with relevant data analysis tools.
TECHNICAL COMPETENCIES
Job Description
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AI Prompting & Conversational Design
Writes and refines prompts to obtain consistent, high-quality bot responses.
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Markdown Content Authoring
Builds structured, user-friendly content in Markdown.
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JSON & Configuration Management
Reads and edits JSON files for rules, categories, and configurations.
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Contact Center & VOC KPIs
Understands AHT, FCR, QA, CSAT, NPS, containment, contact drivers, and links them to analytics.
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Speech & Text Analytics / Automated QA
Familiarity with intents, sentiment, behaviors, script compliance, compliance flags, and QA logic.
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Agile / Iterative Delivery
Works from user stories/tasks, contributes to the backlog, and supports incremental delivery.
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Tools & Data Handling
Comfortable working with analytics platforms, dashboards, data exports, and structured configurations.
•
Languages
Bilingual Spanish–English, capable of working with documentation and stakeholders in both languages.
BEHAVIORAL COMPETENCIES
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Attention to Detail
Manages content and configurations with high accuracy.
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Execution Discipline
Delivers assigned work on time and as agreed.
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Collaboration
Works effectively with Transformation, Operations, and Training teams.
•
Problem Solving & Initiative
Identifies issues and opportunities and proposes concrete improvements.
•
Learning Agility
Quickly adapts to new AI tools, methods, and functionalities.
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Communication & Documentation
Documents clearly; communicates status, risks, and changes concisely.
EXPERIENCE AND EDUCATIONAL BACKGROUND:
Experience:
Minimum 3 years of experience in contact center / BPO roles related to analytics, QA, operations, WFM, or AI/automation.
Experience as an Operations Analyst, QA Analyst, Speech Analytics Analyst, or similar roles is preferred.
Educational Background
Bachelor’s degree (or equivalent) in engineering, statistics, business, computer science, or a related field, or equivalent hands-on experience.
