Speech and Text Analytics Specialist

At eBay were more than a global ecommerce leader were changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. Were committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass authenticity thrives bold ideas are welcome and everyone can bring their unique selves to work every day. Were in this together sustaining the future of our customers our company and our planet.

Join a team of passionate thinkers innovators and dreamers and help us connect people and build communities to create economic opportunity for all.

Primary Job Responsibilities:

We are looking for a skilled Speech and Text Analytics Specialist to become part of our Customer Experience and Contact Center Technology group. The perfect candidate will have practical experience in speech analytics text analytics conversational AI and analyzing customer interactions through voice and digital mediums.

This role will focus on analyzing customer interactions to generate actionable insights improve operational efficiency enhance customer experience and support technology-enhanced customer engagement initiatives. The candidate should have strong analytical skills experience with contact center technologies and the ability to work cross-functionally with operations business QA and engineering teams.

Key Responsibilities:

• Take responsibility for comprehensive interaction analytics spanning voice chat email and surveys through speech and text analytics platforms (e.g. CallMiner Genesys/ICX/STA/WEM).
• Compose build and validate end-to-end technical architecture for interaction analytics: Bulk APIs ETL/DWH pipelines schemas and downstream reporting layers.
• Configure test and optimize speech/text models and configurations (categories topics dictionaries Auto QA behavioral models) across front-end tools and back-end data flows.
• Lead end-to-end quality engineering (QE) for speech/text analytics solutions including test strategy automation regression and performance testing and production validation.
• Perform detailed code-level and data-level validation with engineering teams; investigate and resolve data quality recall and performance issues across pipelines and dashboards.
• Develop take responsibility for and keep up-to-date BRDs/PRDs and technical documentation (architecture diagrams field mappings runbooks onboarding/admin guides) for interaction analytics initiatives.
• Act as the primary bridge between business collaborators and engineering teams translating use cases into technical requirements backlog items and release plans.
• Run and support cross-functional project ceremonies (standups backlog grooming release readiness weekly speech & text forums) and coordinate delivery across GCX CSTech CDT Integration Services and vendors.
• Build and validate privacy redaction and access-control approaches for transcripts audio and derived analytics in partnership with InfoSec and Privacy.
• Partner with analytics and BI teams to define metrics. Deliver dashboards and monitoring for usage recall performance and operational health. Provide regular status and risk updates to director-level leadership.
• Build dashboards reports and operational insights related to customer experience and contact center performance.

Required Qualifications

• Bachelors degree in computer science Information Technology Data Analytics or related field.
• 5 years of experience in Speech Analytics Text Analytics or Contact Center data analysis.
• Strong understanding of customer interaction analytics and conversational intelligence.
• Experience with Speech Analytics platforms and conversational AI technologies.
• Practical experience working with contact center technologies like Genesys Cloud or comparable platforms.
• Experience evaluating voice and digital customer interactions.
• Strong analytical abilities and problem-solving skills.
• Experience with SQL reporting tools and data analysis.
• Familiarity with REST APIs JSON and integration concepts.
• Excellent communication and collaborator management skills.

Preferred Qualifications

• Excellent structured analysis/build/testing methodology.
• Excellent interpersonal communication project handling and problem-solving capabilities.
• Project management skills and ability to communicate well within cross-functional teams.
• Ability and willingness to mentor more junior personnel.
• Ability to convert project requirements into logical sequence of tasks through delivery of the successful project.
• Genesys Cloud Certification(s) would be a plus.

Additional Details

The base pay range for this position is expected in the range below:

Base pay offered may vary depending on multiple individualized factors including location skills and experience. The total compensation package for this position may also include other elements including a target bonus and restricted stock units (as applicable) in addition to a full range of medical financial and/or other benefits (including 401(k) eligibility and various paid time off benefits such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired employees will be in an at-will position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time including for reasons related to individual performance Company or individual department/team performance and market factors.

Remote roles are not eligible for U.S. visa sponsorship.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion national origin sex sexual orientation gender identity veteran status and disability or other legally protected you have a need that requires accommodation please contact us at. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBays commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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