CX Intelligence Analyst, CallMiner
Conversation analytics for business
Open for applications
Conversation analytics for business
201-500 employees
Open for applications
201-500 employees
Company mission
To deliver the intelligence needed for businesses to drive better experiences and business decisions.
Role
Who you are
- Bachelor’s Degree in a relevant field or 5+ years of equivalent work experience in analytics, AI, or CX automation
- Hands-on experience applying AI/ML concepts for NLP, speech analytics, conversational AI, and predictive modeling - especially in customer experience contexts
- Familiarity with Contact Center operations and leveraging AI and Automation within that context for customer experience improvement
- Knowledge of syntax, Boolean operators, and database query languages; experience optimizing search and categorization through ML techniques
- Familiarity with Python, R, or other programming languages used for advanced data preprocessing and model evaluation a plus
- Knowledge of ethical AI, bias detection, and governance in automated decision-making
- Strong understanding of business strategy, data visualization, translating AI insights into actionable outcomes and KPI measurement for CX Automation initiatives
- Detail-oriented and fluent in iterative model training, analysis, and testing processes
- Ability to work independently and collaboratively, managing multiple projects
- Aptitude for working with users of varying skill levels, building AI literacy as a core capability
- Advanced user of Excel and BI tools, with ability to integrate AI outputs into visualizations and reports
- Multiple languages are a plus
What the job involves
- As an integral part of the fast‑growing CallMiner Customer Success Team, the Business Analyst 2 plays a pivotal role in implementing and optimizing CX automation solutions fueled by AI‑powered conversation intelligence
- By leveraging machine learning (ML), natural language processing (NLP), and advanced data modeling, this analyst drives automation strategies that convert raw omni‑channel customer interaction data into streamlined processes, predictive workflows, and actionable insights for measurable ROI and transformational customer experience improvements
- This position combines expert business/data analysis with CX automation design, AI/ML model evaluation, and change‑management leadership — ensuring customers follow best practices, accelerate adoption, and achieve “speed to value” through the CallMiner platform. A balance of technical acumen, AI experience, and exceptional communication skills is essential
- Conduct thorough quality control & peer review of AI-generated insights and analytics dashboards
- Mentor a network of power users, teaching advanced search techniques, AI-powered categorization, and real-world application of ML/NLP components in the CallMiner platform
- Configure customer databases within the CallMiner User Interface, including query building, AI-driven pattern tuning, and model optimization to improve recognition of language patterns for business insights
- Collaborate with data science and AI engineering teams to design, test, and refine ML models for sentiment analysis, intent detection, and conversational trends
- Implement automated scoring & topic identification using AI-based analysis across audio, chat, social media, and email to uncover trends, predictors, and opportunities for strategic action
- Configure Search‑Based Categories and ML‑tuned rules to optimize automated decision‑making and alert generation
- Deliver high-quality Professional Services projects (primarily advanced AI-backed data analyses) aligned with scope, timelines, and ROI expectations
- Evaluate AI model performance metrics (precision, recall, F1 score) and provide recommendations for improvement
- Apply predictive analytics to forecast customer needs, churn risk, and operational improvements
- Deeply understand metadata, Key Performance Indicators, and AI-derived insights; configure Search-Based Categories using optimal keyword and ML-tuned parameters
- Compile observation reports and deliver briefings utilizing deep dive, root cause, SWOT, regression, and AI-enhanced statistical methodologies
- Drive customer value by delivering quantifiable results and recommending AI-informed organizational change initiatives
- Provide thought leadership on AI-powered use cases and emerging trends in conversational intelligence
- Communicate barriers impacting AI adoption or customer success to management, including recommended solutions
- Contribute to enablement content, training sessions, certification programs, thought leadership materials, webinars, and conference presentations focused on automating customer experience using conversation intelligence
- Mentor and train newer analysts in both traditional analytics and AI-driven methodologies
Our take
To drive business results, these days it is necessary to gather insights from every available channel to help gain visibility in deal progression, design comprehensive training programs, and hence deliver more effective sales conversations. CallMiner supplies a customer conversation analytics platform that aims to do just this, enabling staff to improve their performance and deliver heightened customer experiences.
The platform automates the ability to listen to every customer interaction, and provides analysis to find where improvements and optimizations to these interactions might be made. CallMiner has worked with conversation intelligence since beginning operations in 2002, and continually updates its offering, for example with workforce intelligence capabilities.
CallMiner appears to be focusing on global expansion, as well as exploring new market segments such as fraud and robotic process automations. It was named a technology leader in the Quadrant Knowledge Solutions’ SPARK Matrix: Speech Analytics in 2023, and has partnered with Microsoft to enhance its AI capabilities to help meet the ever-evolving needs of its customers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Funding (last 2 of 13 rounds)
Jun 2022
$20m
LATE VC
Dec 2019
$75m
LATE VC
Total funding: $175.6m
Company benefits
- Company sponsored events and outings
- Fun work atmosphere, casual dress code
- Community involvement and volunteering
- Free coffee, snacks, and more when you're in the office
Company HQ
West End, Waltham, MA
Leadership
Jeff Gallino
(CEO)Jeff started their career with 7 years in the US Air Force, before working as a Project Manager at Born and Hitachi Practice Leader. They founded CallMiner in 2002.
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