Interaction Designer

Job Summary

As a Interaction Designer you will be needed to analyze spoken language data and derive insights.

This role requires a strong background in data mining within speech and text analytics, data analysis, or a related area, with experience in speech recognition, NLP, or voice analytics.

In this role you will collaborate with cross-functional teams to enhance speech-based applications, customer interactions, and AI voice technologies.

What You'll Be Doing

• Understand the quality evaluation forms of our pilot and proof of concept customers and configure trackable points of interest from these evaluation forms into the Observe.AI dashboard in order to augment automate customer quality assurance processes
• Automate scoring for evaluation forms through configuring speech analytics tools
• Audit and resolve accuracy issues of voice analytics data to reduce false readings
• Provide thought leadership and help refresh speech analytic configurations
• Learn each customers business processes and KPIs to determine how interaction analytics can be used to improve them
• Collaborate and assist customer business leaders to identify, plan and execute their companys strategic analytical objectives utilizing Observe.AIs voice analytics tools
• Work with customers to ensure that each business initiative is supported by a strong value story
• Anticipate and identify issues conflicts to diffuse potential problems and, if necessary, provide an escalation path to ensure swift resolution of customer issue
• Discover unique areas of interest for each customer and tie those metrics to measurable ROI
• Understand customers business and identify value add solutions related to Revenue,Retention and Registration as an opportunity to showcase high ROI
• Have a good understanding to Contact center industry and how we can create correlation between different KPIs
• Own and execute POC / POV engagements, including requirements gathering, configuration, validation, and outcome presentation.
• Collaborate closely with Sales, Product, and Engineering teams to support deal cycles and ensure customer success.
• Translate customer requirements into speech analytics configurations that clearly demonstrate measurable business value and ROI.

What You'll Bring to the Role

• 2+ Experience working with speech analytic tools to identify key points of interests within contact center interactions
• Effective communication skills to collaborate with other internal team members to ensure resolution of problems
• Understanding of the contact center industry and common KPIs
• Project management skills to manage expectations and communicate the priorities, status, and progress of projects to stakeholders
• Excellent communication, presentation (both oral and written) and influencing skills
• Ability to work independently and team player in a technology driven environment

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.