Principal Conversational AI Analytics & Optimization Manager
Tasks
- Collaborate with cross functional teams to interpret performance data
- Develop analytics frameworks for performance optimization
- Identify optimization opportunities in IVR routing and conversational logic
- Lead IVR and conversational AI investigations
- Measure feature effectiveness and post release performance
- Monitor routing containment authentication and handoff performance
- Prepare executive level insights and impact assessments
- Prioritize improvements with stakeholders and validate outcomes
- Translate caller behavior findings into actionable recommendations
Perks/Benefits
- 401k plan
- Adoption reimbursement
- Disability benefits
- Employee Assistance Programs EAP
- Employee discounts
- Employee wellness programs
- Life and accidental death insurance
- Medical, dental & vision coverage
- Paid caregiver leave
- Paid parental leave
- Paid time off
- Tuition reimbursement
Skills/Tech-stack
Authentication Flows | Call Steering | Conversational AI | Customer Experience | Customer Experience Optimization | Customer Journey | Customer Journey Analytics | Experience optimization | IVR | Journey Analytics | Kibana | Power BI | Routing logic | SQL | Self Service Containment | Self-Service | Snowflake
Education
N/A
Regions
Countries
States
Cities
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