Speech & Text Analytics Engineer

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.

* This role cannot offer any sort of visa sponsorship *

About the team and the role:

The Customer Experience and Contact Center Technology team helps eBay better understand and improve customer interactions across voice and digital channels. This team partners closely with operations business collaborators analytics QA engineering privacy and external vendors to turn customer conversation data into insights that improve service quality operational efficiency and the overall customer experience.

We are looking for a hands-on Speech and Text Analytics Engineering Specialist to own the design configuration development of pipelines using APIs validation and developing tools using AI technologies to optimize interaction analytics solutions across voice chat email and survey channels.

In this role you will help shape how customer interaction data is captured analyzed governed and translated into meaningful business outcomes. You will serve as a key connector between business and technical teams helping deliver scalable analytics capabilities and technology-enabled customer engagement improvements.

What you will accomplish:

• Design and build API-based tools and data pipelines to migrate data between environments integrate with the DevOps and SRE team to supervise the tools in the production Work with security team to perform SAST and DAST partner with Quality Engineering team to resolve issues and validate end-to-end interaction analytics solutions and develop reporting layers that enable scalable reliable decision-making.

• Deliver actionable insights from customer interactions across voice and digital channels helping improve customer experience contact center performance and operational efficiency.

• Optimize speech and text analytics models categories dictionaries and behavioral frameworks to improve insight quality analytics recall and business value.

• Build tools using APIs and AI to analyze and help improve the models.

• Partner across operations business BI QA engineering privacy and vendor teams to translate use cases into technical requirements delivery plans dashboards and measurable outcomes.

• Strengthen governance and sustainability of the analytics environment by maintaining user documentation supporting release processes and helping implement privacy redaction and access controls for customer interaction data.

What you will bring:

• Proven track record with 5 years experience in speech analytics text analytics contact center analytics or a related customer interaction analytics environment.

• Experience with speech and text analytics platforms and contact center technologies such as Genesys Cloud CallMiner or similar tools including analysis of voice and digital interactions.

• Strong Python skills with hands-on experience in SAST and DAST Node js Claude Code LLMs and ML engines on Linux platform SQL and reporting/dashboarding tools. Proficient in data analysis with demonstrable experience of REST and vendor-specific APIs JSON ETL workflows and data warehousing concepts.

• Ability to configure test and validate analytics solutions applying a structured approach to fixing issues quality engineering and performance optimization including the use of AIOps within DevOps/SRE practices.

• Strong multi-functional communication and project coordination skills with the ability to translate business needs into technical requirements release plans and clear documentation.

• Prefer a degree in Computer Science Information Technology Data Analytics or a related field or equivalent practical experience. Genesys Cloud certifications and mentoring experience are 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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