Senior Contact Center AI Operations Analyst

About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the latest evidence-based guidelines, we help patients choose and navigate the most effective treatment pathway for them every step of the way.

TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with our corporate office located in Nashville.

About the Role

TailorCare is investing in AI to make our contact center smarter, faster, and more effective for the patients we serve. As our Senior Contact Center AI Operations Analyst, you will be the primary builder and administrator of our contact center AI platforms — the systems that powers real-time agent guidance, quality scoring, and knowledge delivery across our Care Teams. Today that means our Cresta AI platform, with additional tools expected as we scale.

This is a hands-on, build-focused role for someone who is energized by turning operational goals into working AI configurations. You'll partner closely with the Director, Contact Center to ensure our AI tools are tightly aligned with how our contact center actually runs, translating operational needs into rules, models, and workflows across our platforms. You’ll bring proven expertise in contact center systems to configure, maintain, and continuously improve the platform as TailorCare scales and help evaluate and onboard new platforms as our needs grow.

Primary Responsibilities

Cresta Platform Ownership

Partner with the Contact Center Director and care team leaders and agents to understand frontline needs, prioritize enhancements, and translate those into rules and content in Cresta Opera and other Cresta products and tools. Serve as the primary administrator and builder in the platform, managing configuration end-to-end: build, test, deploy, and iterate based on agent & manager feedback and performance data. Work with leadership to set up, configure, and maintain additional, new Cresta products and tools, including documenting new processes for those tools. Maintain operational documentation, configuration records, and naming conventions to keep the contact center environment organized and scalable. Champion the agent experience: proactively gather input from agents and care team managers to advocate for changes that make tools more accurate, useful, and intuitive in live patient interactions. Partner with the QA team to ensure AI rules align with and support their scorecards and QA processes, troubleshooting where rule logic and scoring intersect. Monitor AI performance, gather agent feedback, and continuously refine rules and content to improve accuracy and usefulness. Produce reporting from Cresta to surface insights on agent behaviors, adherence, and platform impact.

Contact Center Operations Support

Serve as day-to-day partner resource for agents and managers on systems, tools and process questions, triaging issues and escalating to internal technology teams or vendors as needed.

Reporting & Analytics

Own recurring and ad-hoc reporting for contact center, surfacing insights on agent behaviors, productivity, and contact center health, within Cresta. Partner with leadership and analytics teams to build dashboards, and identify trends that inform staffing, coaching, and process decisions.

Tool Implementation & Optimization

Partner with Product & Technology teams in requirements gathering, configuration, testing, and rollout for changes to Cresta that tie into our telephony and CRM systems. Identify and suggest opportunities to streamline or automate contact center workflows, using existing or new tools and technologies.

Other duties as assigned.

Qualifications

Bachelor's degree in a related field, or equivalent practical experience. 5+ years of experience in a contact center operations, analyst, or QA role, with a strong understanding of how contact centers function, including agent workflows and operational processes. Familiarity with CRM and telephony systems. Hands-on experience building, configuring, or administering a contact center AI, conversation-intelligence, or agent-assist platform. Demonstrated ability to translate business and operational requirements into structured rules, logic, or configurations. Strong analytical skills with the ability to interpret data and turn it into actionable platform improvements. Excellent attention to detail and organizational skills; able to manage and document a complex configuration environment independently. Self-directed and comfortable working independently as the primary builder of AI rules and configurations, exercising sound judgement within established operational and platform frameworks. Strong written and verbal communication skills, with the ability to partner cross-functionally. Ability and willingness to travel up to 10% as needed for onsite meetings, team collaboration, and company events.

NICE TO HAVE

Direct experience operating in or supporting Cresta (Opera, Knowledge Assist, Agent Assist, AI Agent). Exposure to prompt design, LLM-based tools, or generative AI configuration. Experience in healthcare, care navigation, or another regulated/PHI environment. Experience with quality management in a contact center.

Skills

AI/automation rule-building and logical configuration Contact center operations acumen Data analysis and reporting Problem-solving and troubleshooting Cross-functional collaboration Self-management and documentation discipline

What's In It For You

Meaningful Work: We are dedicated to our mission and deeply value our patients and each other. Each day offers the opportunity to make a positive impact. Work Environment: We operate as a remote-first company with options for a hybrid work model in Nashville. Time Off: Our generous paid time off (PTO) and holiday plans ensure you have ample time to rest and recharge. Family First: We offer paid parental leave and support a healthy work-life balance, encouraging flexibility and autonomy. We love talking about our family and pets! Comprehensive Benefits: From Day 1, employees enjoy medical, dental, vision, life, and disability insurance, wellness resources and an employer HSA contribution. Fair Compensation: We are committed to equitable pay for all team members and support your future goals with a 401k plan that includes employer matching. Community: We foster an inclusive environment where you can rely on your teammates, share honest feedback, and feel comfortable being your authentic self at work each day.

TailorCare seeks to recruit and retain staff from diverse backgrounds and encourages qualified candidates to apply. TailorCare is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity/expression, sexual orientation, color, race, creed, national origin, ancestry, religion, marital status, political belief, physical or mental disability, pregnancy, military, or veteran status.