Opportunity OverviewTeam Overview:The Team Leader of Voice Analytics is responsible for leading a team of 5 to 8 analytics professionals focused on transforming contact center, service, and customer interaction data into actionable business insights. The team leverages NiCE CXone Empower, NIA (NiCE Interaction Analytics), Speech Analytics, Quality Management, Performance Management, Salesforce, ServiceNow, and related platforms to improve client, branch, and contact center experiences.
What You'll Do - This leader is accountable for the full analytics lifecycle, from data acquisition and integration through insight generation, recommendations, operationalization, and value realization. The team analyzes voice, chat, case, routing, virtual agent, and agent performance data to identify opportunities to improve service experiences, reduce effort, optimize routing, increase self-service containment, and determine the most appropriate interactions for virtual agents versus human-assisted service.
- The Team Leader sets the vision and strategy for contact center analytics, customer interaction intelligence, and AI-driven service optimization.
- Provide leadership during high-impact incidents; remove blockers, manage escalations, and maintain strong alignment with senior leaders, peer Team Leaders, and partner teams.
- Lead a high-performing, multi-time-zone team of associates and contractors; foster a culture of accountability, transparency, and resilience through regular 1:1s, coaching, development plans, and performance reviews (SMART goals, annual evaluations).
- Establishing Agile delivery practices, roadmaps, backlogs, and iterative delivery approaches.
- Build a culture of curiosity, experimentation, accountability, and continuous improvement.
Position RequirementsWhat Experience You Need: - Minimum of five years' experience in software development
- Lead Agile teams (8-10 members); mentor team members, review code, and drive best practices
- Define architecture, standards, and lead technical decisions
- Proven problem-solving, communication, ownership, and cross-team collaboration
- Proven people leadership experience leading analytics, reporting, data intelligence, or contact center technology teams.
- Exceptional analytical thinking and problem-solving skills.
- Strong communication and executive presentation skills.
- Experience translating complex data into actionable business recommendations.
- Ability to influence without direct authority across multiple stakeholder groups.
What Could Set You Apart- Bachelor's (or equivalent experience); advanced degree a plus
- Agile/leadership certifications (CSM, SAFe, PMI-ACP, ITIL)
- Contact Center Speech Analytics
- Experience leading a team or directly working with stakeholders
"Candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office four days per week."
Salary InformationEdward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax-advantaged accounts: health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program. For more information on the Benefits available to Edward Jones associates, please visit our benefits page.
