C&C NGCC Text/Speech Analytics Role - IT

Principal Duties :

And Responsibilities - 

- Would be responsible for delivery of design and delivery in Customer Services domain including

- Speech and text analysis using various technology platforms

- Creating queries based on business understanding and customer context to generate customer insights.

- Ability to create hypothesis based on understanding of clients- issues

- Ability to define and iterate queries based on hypothesis

- Ability to translate outputs of data analysis into comprehensive insights to take business actions

- Ability to define business actions based on insights and translate it into implementable actions

The profile requires both technical and functional experience on Customer Service Domain

- Contact center extensive experience in customer experience and operational excellence

- Experience with speech analytics solutions such as Nice, Verint, Nexedia, Callminer etc.

- Having executed similar projects is mandatory

Experience - 

- 5+ years of experience in designing and implementing customer experience solutions or operational excellence projects (any industry).

- 2+ years of experience in working with speech analytics solutions - generating business rules, running queries and generating meaningful insights including implementation

- 2+ years of project management experience

- Consulting experience (Optional)

Key Competencies and Skills:

- Candidates who fit this profile will have experience architecting, designing, and implementing speech analytics solution, preferably in Fortune 500 companies with sophisticated customer interaction operations, solution offerings from leading speech analytics vendors, or leading consulting firms. 

The following characteristics are sought:

- Experience in enabling speech and text analysis solution including creating business rules, query definitions and query writing.

- Ability to use analytics software packages such as Verint, Nice, Nexedia, SAS Miner etc.

- Experience in implementing speech and text analytics platform including infrastructure design, deployment and ongoing operational run.

- Experience in contact center operations including operational and performance excellence

- Ability to define customer experience solutions including gap analysis, design and implementation

- Creation of business case including ROI generation and project management of solution deployment

- Bachelor's degree in related field or equivalent experience. MBA would be good to have.

- Full time Graduation Must