Welcome to the intersection of energy and home services. At NRG, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.
We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.
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NRG is a leading North American energy company, powering the lives of millions of customers across the U.S. and Canada. Through its retail brands, including Direct Energy, NRG delivers energy solutions that prioritize reliability, innovation, and customer trust.
Within Direct Energy Canada, Customer Care plays a critical role in supporting customers through complex, high‑impact interactions. As customer expectations continue to evolve, Customer Care is investing in AI‑enabled capabilities to support frontline teams, improve operational efficiency, and deliver consistent, high‑quality customer experiences at scale.
The AI Solutions Analyst plays a critical role in the day‑to‑day operation, optimization, and continuous improvement of AI solutions in production within Customer Care.
Reporting to the AI Operations Solutions Team Lead, this role is hands‑on and execution‑focused—responsible for configuring AI workflows, monitoring performance, resolving issues, and turning operational insights into measurable improvements for agents and customers.
The AI Solutions Analyst executes against defined priorities, operating rhythms, and standards established by the Team Lead to ensure AI solutions are stable, trusted, adopted, and delivering sustained business value.
AI Operations & Solution Support
Operate, support, and optimize AI‑enabled contact center solutions in production, including real‑time agent assist, AI‑driven insights, and virtual agent capabilities.
Support release readiness activities including testing, validation, deployment support, and post‑release monitoring.
Identify, troubleshoot, and resolve workflow degradation, performance issues, or data quality concerns impacting frontline execution.
Continuous Improvement & Performance Optimization
Monitor AI adoption, usage, and effectiveness using operational and customer metrics (e.g., AHT, FCR, NPS, ASAT).
Execute continuous improvement initiatives prioritized by the Team Lead, including tuning models, refining workflows, and improving agent guidance.
Support New AI Initiatives
Assist with requirements gathering, testing, validation, and operational readiness for new AI capabilities.
Bachelor Degree in Computer Science, Data Analytics, Business, or related field; or equivalent experience.
3+ years of experience in one or more of contact center operations, applied AI enablement, analytics, or continuous improvement.
Experience with one or more CRM and contact center platforms such as NiCE, SAP CRM, Salesforce, Genesys, or Five9.
Familiarity with AI platforms (e.g., Cresta, Google Dialogflow, Microsoft Azure AI, AWS Lex, etc.).
NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers, and to ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.
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DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to [email protected] if you have any questions.
