Scaling the AI Office at EchoStar

While much of the industry trains AI on the open web, at EchoStar, we have deployed an integrated AI Office to turn volumes of data into real-time solutions. The AI Office mission is to guide responsible exploration and adoption of AI technologies, transforming EchoStar into an AI-first company. With our modern AWS and Databricks stack, we are scaling a sophisticated ecosystem where our technologists have direct access to stakeholders, elite tools, and the autonomy to build the next generation of agentic AI.

What is the AI Office?

The AI Office was established to scale EchoStar’s AI initiatives, including high-impact predictive models, generative AI, agentic AI and traditional machine learning. With 100% leadership commitment, all team members are encouraged to think big about how these augmentative resources can support their business objectives. To help team members better understand how to scale AI capabilities, the AI Office organizes comprehensive training through seminars, on-site workshops and office hours. These opportunities encourage teams to share ideas and master new AI functionalities.

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Our Commitment To AI

Our commitment to an AI-first future is driven by a unified strategy spanning the entire organization. The AI Office team transforms ideas into actions to drive the business and customer experience forward. There are opportunities for new AI implementations, allowing our team members to quickly deliver significant value to the organization. Interest and engagement are high, and AI teams are scaling appropriately to support this demand. We prioritize a culture of rapid prototyping within streamlined governance, ensuring new ideas move from pitch to production without compromising on oversight. Maintaining this standard allows us to bridge the gap between raw data and real-world impact.

Turning Data Into Real-Time Solutions

Our AI initiatives are each tailored to empower specific users:

Field Technicians: Our specialized generative AI assistant empowers field technicians by providing instant, on-site guidance for job installations, upgrades, repairs, troubleshooting and supports additional specialty solutions we provide. This resource has been particularly valuable in accelerating new technician productivity. Since its launch, this resource has handled a massive volume of questions, transforming how thousands of technicians troubleshoot in the field.

Global Customer Experience Agents: This proactive, agent-facing AI solution, consolidates our knowledge base, ticketing and workflows, shifting the agent’s focus from navigating applications to solving customer problems 100% of the time. This allows us to achieve superior customer experience outcomes by significantly reducing hold times and ensuring even our newest agents can provide excellent support from day one.

Boost Mobile Retail Agents: Our AI-driven retail assistant, empowers retail store agents with prompt, accurate responses to customer queries via a centralized knowledge hub. By automating simple information requests, this assistant allows agents to remain focused on their customers. Additionally, the tool’s intuitive interface acts as a real-time mentor for new employees, accelerating the onboarding process.

EchoStar Employees: Our centralized HR AI partner provides all EchoStar employees with a seamless, "one-stop" experience for instant answers and workflow management. By integrating native case management and AI analytics, this tool streamlines everything from profile summaries to critical incident reporting across the enterprise.

Leverage Decades Of Expertise

EchoStar is backed by four decades of industry experience and our thriving brand portfolio, including DISH TV, Sling TV, Boost Mobile, Gen Mobile and Hughes. By combining this rich history of experience with an advanced cloud architecture, we are able to better anticipate customer needs, personalize every interaction and proactively solve challenges before they arise. A key differentiator of our AI Office is the direct line of communication with both leadership and vendors. We collaborate directly with product teams at our top-tier vendors, ensuring we have dedicated support. This same support is applied internally, where AI efforts are quickly validated through A/B testing and direct feedback from the agents using them.

"Startups have the latest tools but no customers. Big companies have customer data but move slow. We have the best cloud and AI platforms, real customer data at scale, and the velocity to actually build. That combination is rare."

— Dmitry Dimov, Director of AI and Data Science

Launch Your AI Career

The scale at which our AI Office team is growing is a true testament to the company-wide commitment to innovation. As we expand, we’re searching for senior, autonomous leaders who can move from discovery to delivery at a rapid pace, collaborating directly with business stakeholders to own large-scale initiatives. For those earlier in their career looking to grow in the AI space, we are seeking individuals with raw initiative who can quickly scale from baseline tasks to full project ownership. Whether you are an experienced architect of predictive models or an opportunistic learner, joining the AI Office team at EchoStar offers the rare opportunity to scale your career alongside the future of agentic AI.

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