Build your future with Sovos.

If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.

At Sovos, we're dedicated to more than just solving compliance challenges -- we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.

Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we!

Don't worry if you don't check all the boxes -- apply anyway! We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.

The Work You'll Do:

As a Senior AI Support & Optimization Analyst at Sovos, you will lead initiatives to enhance and scale our customer support operations through advanced AI implementation and optimization. Working within our Client Support department, you'll focus on designing AI-powered solutions that significantly increase support capacity while maintaining or improving quality. You'll develop frameworks for measuring AI effectiveness and drive continuous improvement of our automated support capabilities, creating a more responsive and efficient experience for our customers.

More specifically, you will:

• Develop and implement strategies to scale customer support operations through AI technologies, designing and overseeing implementation of new AI-powered support capabilities including intent recognition, sentiment analysis, and predictive assistance
• Create frameworks to measure the impact of AI on support capacity, efficiency, and quality while leading projects to increase automation rates and successful containment within AI systems
• Identify patterns in support volumes and customer needs to proactively enhance AI capabilities, collaborating with data science and engineering teams to improve AI models based on support interaction data
• Develop and implement governance frameworks for AI systems in customer support, creating comprehensive dashboards showing AI contribution to support scale and efficiency
• Mentor junior analysts and provide technical guidance on support automation projects while leading cross-functional initiatives to integrate AI solutions across support channels

What We Need From You

• Bachelor's degree in Computer Science, Data Science, Business Analytics, or related field
• 3+ years of experience in support operations, AI implementation, or customer experience optimization
• Experience with capacity planning, support scaling strategies, and knowledge of customer support metrics and performance indicators
• Strategic thinking about support capacity and automation opportunities, with an understanding of customer journey optimization through AI
• Excellent verbal and written communication skills, including fluency in English and the ability to translate complex technical concepts for various audiences
• Problem-solving and decision-making abilities with team leadership and mentoring capabilities
• Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire

What Does Sovos Offer You?

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• Flexible Time-Off
• Comprehensive Health benefits
• Meal Vouchers to assist with food expenses
• Bi-Weekly Meeting Free Days
• Mentoring Programs
• Globally recognized Training and Development programs
• Virtual English Club through Rosetta Stone, and more!

Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work.

Company Background

Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes.

More than 100,000 customers in 100+ countries -- including half the Fortune 500 -- trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit http://www.sovos.com and follow us on LinkedIn and Twitter.