Principal Conversational AI Analytics & Optimization Manager
Tasks
- Develop analytics frameworks for performance optimization
- Identify optimization opportunities for IVR routing and conversational logic
- Lead IVR and conversational AI investigations
- Measure feature effectiveness and post release performance
- Monitor routing containment authentication and handoff flows
- Prepare executive performance insights and recommendation readouts
- Prioritize improvements with stakeholders
- Support rapid turnaround analysis for production and release issues
- Translate caller behavior findings into recommendations
- Validate expected outcomes for customer journey changes
Perks/Benefits
- 401k plan
- Adoption reimbursement
- Disability benefits
- Employee assistance programs
- 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
Analytics frameworks | Authentication Flows | Caller Intent Capture | Contact center | Contact center analytics | Conversational AI | Customer Journey | Customer Journey Analytics | Dashboards | Data Modeling | Data Visualization | IVR | Intent capture | Journey Analytics | Kibana | Power BI | Routing logic | SQL | Snowflake
Education
N/A
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