Contact Center AI & Automation Intern

About Sun Country Airlines

We're not your average airline. We're agile, resilient, and full of unique opportunity. Here, you can grow as part of an ambitious team that safely and collectively supports each other, our travelers, and our community. Together, we're making travel more attainable.

With more than 40 years of Minnesota roots, we're a unique hybrid low-cost carrier offering diverse services including scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world. At Sun Country, you'll be part of a growing airline, and an enthusiastic team focused on connecting our community with their favorite people and places.

Contact Center AI & Automation Intern Overview:

Our 10-week internship program provides aspiring professionals with the opportunity to take flight in their careers by providing a dynamic and immersive experience that goes beyond traditional learning. We believe in nurturing talent, fostering creativity, and empowering individuals to develop their skills. Our interns receive hands-on experience, mentorship, a collaborative environment, career coaching, professional development, and networking opportunities.

As an intern, you will make an impact on the company by contributing to hands-on projects and critical business needs. You will own a project from start to finish with a goal to make a real business impact on Sun Country's operations. Upon successful completion of the summer internship program, you may be considered for employment opportunities within Sun Country.

The Summer 2026 Internship Program dates are June 2, 2026 - August 13, 2026.

Essential Roles and Responsibilities:

As a Contact Center AI & Automation intern, you will:

• Develop and maintain a feedback loop dashboard to monitor AI performance, sentiment trends, and fallback behavior
• Partner with Training and QA teams to compare resolution accuracy between AI and human agents
• Test Bright Pattern AI agent features on voice channels and document outcomes
• Enhance Agent Assist workflows and contribute to predictive analytics models for proactive service
• Participate in weekly system review meetings with Bright Pattern, QA, and Customer Service Training teams
• Maintain documentation in Knowledge Base to ensure usability for both human and AI agents
• Support the creation of a Contact Center Automation Playbook that summarizes test cases, efficiency gains, and lessons learned
• Assist with data integration efforts across systems including Bright Pattern, Calabrio, and ServiceNow

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Qualifications:

• Must be currently enrolled as a part-time or full-time student at a college (at time of application)
• Pursing a degree in Data Analytics, Information Systems, Business, Computer Science, or a related field
• Strong interest in AI, automation, contact center and customer experience technologies
• Familiarity with data visualization tools and dashboard creation (e.g. PowerBI, Tableau)
• Proficient in Microsoft Office - Outlook, Excel, Word, PowerPoint
• Must be authorized to work in the U.S.
• Qualified candidates must pass a criminal history background check
• Able to complete the full 10-week internship program (June-August 2026)

Preferred Qualifications

• Preferred graduation date in Spring 2026, Winter 2026 or Spring 2027
• On- or off-campus leadership experience
• Effective interpersonal, verbal and written communication skills
• Proven project coordination skills with the ability to juggle multiple projects and establish priorities
• High degree of organization, self-motivation and creative thinking
• Ability to learn new systems quickly
• Experience with chatbot platforms, AI testing, or contact center technologies
• Understanding of sentiment analysis and machine learning concepts

Compensation:

Pay: $20.00 USD per hour. This is the base compensation for this role.

Classification:

Full-Time, Non-Exempt

Work Location:

Minneapolis, MN (onsite)

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

AAP/EEO Statement:

It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

Sun Country Airlines respects and values every employee's contribution to our business. We believe that an important part of our strength comes from our people and their array of perspectives.

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