As an integral part of the fast-growing CallMiner Customer Success Team, the CX Intelligence Analyst II plays a pivotal role in implementing and optimizing CX automation solutions fueled by AI-powered conversation intelligence. The position combines expert business/data analysis with CX automation design, AI/ML model evaluation, and change-management leadership to drive automation strategies that convert raw omni-channel customer interaction data into streamlined processes, predictive workflows, and actionable insights for measurable ROI and transformational customer experience improvements.
Requirements
- Conduct thorough quality control & peer review of AI-generated insights and analytics dashboards.
- Mentor a network of power users, teaching advanced search techniques, AI-powered categorization, and real-world application of ML/NLP components in the CallMiner platform.
- Configure customer databases within the CallMiner User Interface, including query building, AI-driven pattern tuning, and model optimization to improve recognition of language patterns for business insights.
- Collaborate with data science and AI engineering teams to design, test, and refine ML models for sentiment analysis, intent detection, and conversational trends.
- Implement automated scoring & topic identification using AI-based analysis across audio, chat, social media, and email to uncover trends, predictors, and opportunities for strategic action.
- Configure Search‐Based Categories and ML‐tuned rules to optimize automated decision‐making and alert generation.
- Deliver high-quality Professional Services projects (primarily advanced AI-backed data analyses) aligned with scope, timelines, and ROI expectations.
- Evaluate AI model performance metrics (precision, recall, F1 score) and provide recommendations for improvement.
- Apply predictive analytics to forecast customer needs, churn risk, and operational improvements.
- Deeply understand metadata, Key Performance Indicators, and AI-derived insights; configure Search-Based Categories using optimal keyword and ML-tuned parameters.
- Compile observation reports and deliver briefings utilizing deep dive, root cause, SWOT, regression, and AI-enhanced statistical methodologies.
- Drive customer value by delivering quantifiable results and recommending AI-informed organizational change initiatives.
- Provide thought leadership on AI-powered use cases and emerging trends in conversational intelligence.
- Communicate barriers impacting AI adoption or customer success to management, including recommended solutions.
- Contribute to enablement content, training sessions, certification programs, thought leadership materials, webinars, and conference presentations focused on automating customer experience using conversation intelligence.
- Mentor and train newer analysts in both traditional analytics and AI-driven methodologies.
Benefits
- Quality medical, dental and vision benefits
- Life and disability insurance
- Reimbursement programs for both fitness and tuition
- 401k matching
- Generous PTO
- Annual volunteer day
- Paid maternity and parental leave
