Responsibilities: Gather and define requirements/solutions for Speech & Text Analytics solutions
Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions.
Perform in-depth analysis to identify high-level business and functional requirements.
Create and maintain requirements and functional documentation to support the development and QA processes.
Develop functional and detailed technical specifications that support the approved functional, operational, and service level requirements
Design, develop, deploy and maintain Business Rules / Configurations etc. within the Speech & Text Analytics solutions
Knowledge of Speech & Text Analytics solutions like CallMiner, Nexidia, Genesys etc.
Be the Point of Contact for technical issues, and troubleshooting based on understanding existing configurations and workflow, and working within escalation processes to resolve more advanced issues.
Understanding the technology solutions and tools in place to be able to convey the existing or changing technology to the business in a non-technical manner.
Lead QA efforts in writing test cases and perform end2end testing to validate the expected experience.
Being able to adapt/ be flexible to changing priorities and have the customer success as the focus to drive critical experiences/solutions.
Work with developers / system engineers to manage sprints and perform Release Management tasks.
Ability to define and monitor KPIs on solutions to drive continuous improvement.
Analyze trends in product solutions to identify customer problems and new opportunities; partner with core stakeholders to understand key drivers
Strong communication, collaboration, and stakeholder management skills
Required Qualifications: Bachelor's degree in Management / IT
5+ years of prior experience as Tech Analyst / Business Systems Analyst or similar role, preferably in Contact Center domain
5+ years of industry experience in Speech & Text Analytics solutions
Knowledge of Speech & Text Analytics solutions like CallMiner, Nexidia, Genesys etc. Preference will be given for experience in CallMiner tool
Experience in contact center technologies
Comfortable with high pressure, high profile and fast-paced projects
Exposure to Technical Project management and Prioritization process
Strong communication, collaboration, and stakeholder management skills
Strong visualization skills or ability to put together a strong data narrative on solutions/experiences.
Expertise in JIRA and Agile methodology.
Proven understanding of high-performing organizations with Release cycles.
Experience implementing or system administrating SaaS platforms.
Compensation:
The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on a number of factors, including but not limited to, a candidate's qualifications, skills, competencies, experience, location and end client requirements).
Benefits and Ancillaries:
Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.
