𝗖𝗼𝗿𝗲 𝗦𝗸𝗶𝗹𝗹𝘀 & 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀 (𝗠𝘂𝘀𝘁-𝗛𝗮𝘃𝗲)

7+ years of experience in analytics within contact center environments

Implement and manage speech & sentiment analytics solutions

Hands-on experience with leading platforms such as NICE, Verint, AWS Connect, Google CCAI, Azure AI

Develop and deploy AI models to predict call volumes, customer behavior, churn, and operational trends

Build real-time operational dashboards using Power BI or Tableau

Optimize call routing, IVR flows, and workforce efficiency using AI-driven insights

Integrate analytics solutions with CRM, telephony, and WFM systems

Identify automation opportunities including chatbots, voicebots, and self-service solutions

Strong understanding of contact center KPIs, SLAs, QA frameworks, and performance metrics

Ensure data governance, reporting accuracy, and analytics best practices

Collaborate with operations, QA, WFM, and technology teams to drive performance optimization

Strong stakeholder communication and ability to translate insights into business impact

𝗣𝗿𝗲𝗳𝗲𝗿𝗿𝗲𝗱 / 𝗚𝗼𝗼𝗱 𝘁𝗼 𝗛𝗮𝘃𝗲

Experience working with or from organizations such as NICE, Verint, AWS, Google Cloud (CCAI), Microsoft (Azure AI), Palantir, IBM

Experience in AI-driven transformation initiatives within large-scale contact centers

Exposure to predictive forecasting, intelligent routing, and advanced analytics frameworks

Strong data storytelling and executive reporting capabilities