WEM Application Consultant
Core
Lead implementation and optimization of speech and text analytics solutions to translate customer interaction data into strategies for improving customer experience and operational efficiency.
Role type
Senior Speech Analytics Consultant (Cloud Contact Center)
Builds
Speech analytics categories, queries, dashboards, and cloud configurations within Verint and Five9 platforms.
Domain
Cloud contact center software / Speech analytics
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Speech/interaction analytics design, Verint Cloud platform expertise, contact center operations knowledge, strategic consulting, data analysis, client training
Preferred skills
Other speech analytics tools, additional Verint product certifications
Technologies
Verint Cloud, Five9
Responsibilities
Partner with client leadership to align analytics insights with business objectives and KPIs; Design, build, and tune speech analytics categories and queries; Train clients on dashboard interpretation and cloud configuration maintenance; Analyze unstructured data to identify root causes of customer friction and integrate findings into Quality Management initiatives.
Seniority
Senior, hands-on IC
