Role : Customer Experience / Business Intelligence / Contact Center Operations with expert in Call Miner.
Location: Remote
Job Type: Full-Time
Position Summary
We are seeking a skilled and analytical Speech Analytics Specialist to own and optimize our CallMiner platform. You will be the central point of expertise, transforming customer interaction data (calls, chats, emails) into actionable insights that improve customer experience, agent performance, and operational efficiency. The ideal candidate is a data detective with a passion for technology and a deep desire to solve business problems.
We want specifically an expert in Call Miner. The one who can lead all the implementation. A technical architect who can run the project and ask right questions
Key Responsibilities
Platform Management & Optimization: Administer, configure, and maintain the CallMiner platform. Build, test, and refine categories, topics, and sentiment models to accurately capture key discussion drivers, compliance issues, and customer intent.
Insight Generation & Reporting : Develop and automate dashboards and recurring reports to track KPIs (e.g., First Call Resolution drivers, customer sentiment trends, sales opportunity identification, compliance adherence). Deliver clear, concise insights to stakeholders.
Cross-Functional Partnership: Partner with Contact Center Leadership, Quality Assurance (QA), Marketing, and Product teams to identify use cases, prioritize analysis, and translate findings into actionable recommendations for coaching, process improvement, and strategy.
Agent Coaching & Enablement: Work with Team Leaders to identify specific calls that exemplify best practices or coaching opportunities based on analytics. Support the QA process by moving from sample-based to data-driven evaluation.
Technical Integration & Projects : Collaborate with IT on the integration of CallMiner with our contact center platform (e.g., Genesys, Five9, NICE CXone), CRM (e.g., Salesforce), and data warehouse. Lead or contribute to projects that expand the use of conversation intelligence.
Training & Advocacy: Train new users and champions on the platform. Act as the internal evangelist for the power of speech analytics.
Required Qualifications & Skills
Experience: 2+ years of hands-on administration and analysis experience with CallMiner (or a comparable speech analytics platform: NICE NEXY, Verint, etc.).
Technical Proficiency: Demonstrated ability to build complex Boolean search queries, create categories, and configure sentiment/tone analysis. Basic understanding of API integrations.
Analytical Mindset: Strong data analysis skills with the ability to spot trends, identify root causes, and tell a story with data.
Communication : Excellent written and verbal communication skills. Can present technical findings to non-technical business leaders effectively.
Business Acumen : Understands contact center operations, key metrics (NPS, CSAT, FCR, AHT), and how insights drive business value.
Preferred Qualifications
CallMiner Certification (CallMiner Certified Expert).
Experience with data visualization tools (Power BI, Tableau, Qlik).
Basic SQL knowledge for advanced data extraction and blending.
Experience in [ e.g., Financial Services, Healthcare, Telecom] with knowledge of relevant compliance requirements.
Project management experience.
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