Lead Conversational AI Analytics & Optimization Manager
Tasks
- Analyze caller behavior and routing outcomes
- Build analytics frameworks and dashboards
- Conduct IVR and conversational AI investigations
- Develop reusable data assets for cross functional teams
- Identify optimization opportunities in self service and authentication
- Measure post-release performance
- Prepare executive performance insights and recommendations
- Validate expected outcomes for customer journey changes
Perks/Benefits
- 401k plan
- Disability benefits
- Employee assistance program
- Employee discounts
- Employee wellness programs
- Life insurance
- Medical, dental & vision coverage
- Paid caregiver leave
- Paid parental leave
- Paid time off
- Tuition reimbursement
Skills/Tech-stack
Authentication | Contact center | Conversational AI | Customer Journey | Customer Journey Analytics | Dashboard Development | Data Visualization | Data analytics | IVR | Journey Analytics | Kibana | Performance Monitoring | Power BI | Routing logic | SQL | Snowflake | Spanish
Education
N/A
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