Primary Job Responsibilities:We are looking for a skilled Speech and Text Analytics Specialist to become part of our Customer Experience and Contact Center Technology group. The perfect candidate will have practical experience in speech analytics, text analytics, conversational AI, and analyzing customer interactions through voice and digital mediums.
This role will focus on analyzing customer interactions to generate actionable insights, improve operational efficiency, enhance customer experience, and support technology-enhanced customer engagement initiatives. The candidate should have strong analytical skills, experience with contact center technologies, and the ability to work cross-functionally with operations, business, QA, and engineering teams.
Key Responsibilities:- Take responsibility for comprehensive interaction analytics spanning voice, chat, email, and surveys through speech and text analytics platforms (e.g., CallMiner, Genesys/ICX/STA/WEM).
- Compose, build, and validate end-to-end technical architecture for interaction analytics: Bulk APIs, ETL/DWH pipelines, schemas, and downstream reporting layers.
- Configure, test, and optimize speech/text models and configurations (categories, topics, dictionaries, Auto QA, behavioral models) across front-end tools and back-end data flows.
- Lead end-to-end quality engineering (QE) for speech/text analytics solutions, including test strategy, automation, regression and performance testing, and production validation.
- Perform detailed code-level and data-level validation with engineering teams; investigate and resolve data quality, recall, and performance issues across pipelines and dashboards.
- Develop, take responsibility for, and keep up-to-date BRDs/PRDs and technical documentation (architecture diagrams, field mappings, runbooks, onboarding/admin guides) for interaction analytics initiatives.
- Act as the primary bridge between business collaborators and engineering teams, translating use cases into technical requirements, backlog items, and release plans.
- Run and support cross-functional project ceremonies (standups, backlog grooming, release readiness, weekly speech & text forums) and coordinate delivery across GCX, CSTech, CDT, Integration Services, and vendors.
- Build and validate privacy, redaction, and access-control approaches for transcripts, audio, and derived analytics in partnership with InfoSec and Privacy.
- Partner with analytics and BI teams to define metrics. Deliver dashboards and monitoring for usage, recall, performance, and operational health. Provide regular status and risk updates to director-level leadership.
- Build dashboards, reports, and operational insights related to customer experience and contact center performance.
Required Qualifications- Bachelor's degree in computer science, Information Technology, Data Analytics, or related field.
- 5 years of experience in Speech Analytics, Text Analytics, or Contact Center data analysis.
- Strong understanding of customer interaction analytics and conversational intelligence.
- Experience with Speech Analytics platforms and conversational AI technologies.
- Practical experience working with contact center technologies like Genesys Cloud, or comparable platforms.
- Experience evaluating voice and digital customer interactions.
- Strong analytical abilities and problem-solving skills.
- Experience with SQL, reporting tools, and data analysis.
- Familiarity with REST APIs, JSON, and integration concepts.
- Excellent communication and collaborator management skills.
Preferred Qualifications- Excellent structured analysis/build/testing methodology.
- Excellent interpersonal, communication, project handling and problem-solving capabilities.
- Project management skills and ability to communicate well within cross-functional teams.
- Ability and willingness to mentor more junior personnel.
- Ability to convert project requirements into logical sequence of tasks through delivery of the successful project.
- Genesys Cloud Certification(s) would be a plus.
Additional DetailsThe base pay range for this position is expected in the range below:
$98,000 - $173,600
Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employees will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Remote roles are not eligible for U.S. visa sponsorship.
