Implementations Analyst

Description

SUMMARY: DASCO is seeking an Implementation(s) Analyst to support and optimize operational systems, workflows, and automation initiatives across the organization. This role drives AI adoption across contact center operations and campaign performance. The Sr. Manager partners with business and technical teams to operationalize AI capabilities that improve dialer strategy, campaign outcomes, and frontline productivity. The ideal candidate is highly analytical, detail-oriented, solutions-focused, and comfortable working cross-functionally with operational leaders, central teams, clinical teams, and IT. ESSENTIAL FUNCTIONS:

• Execute AI adoption roadmap aligned to contact center efficiency, revenue, and customer experience

• Translate enterprise AI initiatives into practical use cases across dialer strategy, segmentation, and workforce performance

• Optimize dialer and contact strategies (predictive dialing, timing, frequency, channel, lead prioritization)

• Partner with campaign teams to improve segmentation, conversion, A/B testing, and performance tracking

• Support integration of AI into CRM, dialer platforms, and campaign tools

• Drive frontline adoption across agents, supervisors, and campaign teams through workflow-embedded solutions

• Lead stakeholder alignment across operations, campaign teams, and IT/Data/AI partners

• Assess operational impact, risks, and readiness; develop targeted mitigation plans

• Deliver clear communication and hands-on training on AI tools and decision support

• Track and optimize performance metrics (dialer efficiency, campaign ROI, agent productivity) in partnership with analytics teams QUALIFICATIONS:

• 5–8+ years in operations transformation, change management, or contact center leadership

• Experience in inbound/outbound call center environments

• Strong knowledge of dialers (predictive/progressive) and campaign segmentation strategies

• Experience supporting digital, automation, or AI initiatives

• Bachelor’s degree required; change management certification (e.g., Prosci) preferred #IND100