Sr. Configuration Analyst

The salary range for this position is $104500 - $115500 per year. The base salary offered may vary depending on location job-related knowledge skills and experience.

This position is a full-time hybrid in-office role that works out of our Headquarters in Boston MA (this role is not a virtual / remote position). M/F WFH Tuesday- Thursday in office.

Wayfair is reinventing the way people shop for their homes and providing relentless customer focus along their journey with a best-in-class Customer Service support of this vision we are implementing AI and Automation across our Quality environment.

The Workforce Tech Enablement team is looking for a Senior Analyst who can support the configuration management and optimization of Wayfairs Automated Quality software suite (Level AI). This role involves customizing the software to meet evolving business needs developing actionable reporting solutions and collaborating with internal teams and third-party vendors. The ideal candidate will leverage their technical and analytical expertise to support seamless integration and expansion into new quality use cases. Their work will directly contribute to continuous improvement in quality processes and customer experience.

What Youll Do

• You will be responsible for the design configuration and administration of our Conversational AI based quality technology (Level AI).
• You will be the liaison between business stakeholders and the vendor to test and troubleshoot existing technical issues using product and domain knowledge to offer solutions and workarounds.
• You will collaborate with business leaders and stakeholders to align on requirements and new product use cases to contribute to the quality automation strategy
• You will work closely with Wayfairs Quality and Create teams to analyze quality and conversation trends focusing on driving data integrity and best practices for usage of the tool and data.
• You will configure manage and enhance out-of-the-box reporting to enable data access so we can track overall performance status and KPI/metrics
• You will work closely with training and change management personnel to implement new changes and ensure that the adoption of the tech successfully reaches end-users.
• You will administer the ongoing requirements of the new tool and sunset the existing legacy technology and processes.
• You will develop knowledge and experience of related third party technologies to expand skills and provide additional support & coverage to the team members

What Youll Need

• 1 Years of Vendor management experience working directly on requirements definition planning and implementation with SaaS / Third Party vendors.
• 1-2 years of project management experience working with cross functional teams to implement and administer new technologies and programs across diverse end-user populations.
• 1-2 years of managing stakeholders globally to align requirements and end results including managing an ongoing prioritization backlog.
• 2 years of experience in the field of Quality Call Center Operations and/or Customer Service including working with operations metrics and applications.
• Experience with data analysis and data backed problem solving.
• Experience working inside an Agile environment and using source control tools.
• Experience with industry recognized Automated Quality software suites.
• Experience with Conversational and/or Generative AI products.
• Experience working with APIs and integrations between applications.