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DailyPay is seeking an Operational Insights Specialist to support contact center analytics and embed generative AI tools into operational workflows. This role combines foundational data analytics with practical AI/LLM expertise to transform unstructured customer interaction data into actionable insights.
Key responsibilities include executing AI prompt pipelines to analyze contact center logs and transcripts, synthesizing data into structured metrics highlighting operational bottlenecks and agent performance trends, and maintaining dashboards and scorecards using SQL and BI platforms like Tableau or Snowflake. You will partner with contact center management to identify manual reporting tasks and apply AI tools to streamline data collection, audit AI-generated outputs for accuracy, coordinate with IT and Data Engineering teams on data pipeline maintenance, and document workflows to enable peer adoption of generative AI tools.
The ideal candidate brings 2-3 years of experience in data analytics, business intelligence, or operational analysis with active exposure to AI platforms or LLM workflows. You should have practical experience with top-tier AI models (Claude, Gemini, OpenAI) and low-code/API automation tools. Strong technical proficiency in SQL, data visualization tools (Tableau, Snowflake), and scripting languages (Python or R) is required. Domain knowledge of contact center metrics (AHT, CSAT, FCR, QA scores) and speech analytics platforms is essential. You must demonstrate analytical storytelling ability—synthesizing complex datasets into clear narratives and actionable recommendations. A Bachelor's degree in Data Analytics, Computer Science, Information Systems, Business Intelligence, or a related quantitative field is required.
DailyPay is the leader in On-Demand Pay, serving over 1,900 employers and 6 million employees globally. The company offers comprehensive benefits including health/vision/dental, equity ownership, life insurance, disability coverage, EAP, ERGs, unlimited PTO, and 401(k) matching. The culture emphasizes partnership, inclusive decision-making, intellectual honesty, and psychological safety to challenge norms and drive innovation.
