Interaction Designer
Core
Analyze spoken language data, derive insights, and configure speech analytics tools to automate customer quality assurance and improve contact center KPIs.
Role type
Senior IC interaction designer (speech analytics)
Builds
Speech analytics dashboards and automated quality assurance workflows
Domain
Customer experience + speech analytics
Deliverable
dashboards & analysis
Required skills
speech analytics, data mining, NLP, voice analytics, contact center KPIs, ROI analysis, POC/POV execution
Preferred skills
sales collaboration, strategic analytical planning, business process mapping
Technologies
Observe.AI, speech recognition platforms
Responsibilities
Configure trackable points of interest from evaluation forms into dashboards; automate scoring for evaluation forms; audit and resolve voice analytics data accuracy issues; own and execute POC/POV engagements including requirements gathering and validation; collaborate with Sales, Product, and Engineering to support deal cycles; translate customer requirements into speech analytics configurations demonstrating measurable business value.
Seniority
Mid-level, hands-on IC