Description

You will measure the efficiency and effectiveness of customer and internal tools, including Chat, telephony, workflow, and AI/LLM systems.

Responsibilities

• Develop and maintain dashboards and performance models tracking key metrics like handle time, automation rate, accuracy, and customer satisfaction.
• Evaluate the ROI and adoption of new features, quantifying value through productivity gains or cost savings.
• Influence the product roadmap using data-driven insights from system performance.
• Analyze LLM bot interactions against human agent performance to identify bottlenecks and propose improvements.
• Translate complex data into clear narratives and presentations for leadership, detailing business impact.

Required Skills

• Expert SQL skills, preferably with Snowflake.
• Proficiency in data visualization tools, preferably Tableau.
• Knowledge of A/B testing, causal inference, and performance benchmarking.
• Familiarity with contact-center workflows and CRM/ticketing tools like Salesforce or Genesys.
• Understanding of accuracy metrics and model performance trade-offs in AI evaluation.
• Ability to translate complex data into clear business stories that drive action.
• Strong cross-functional collaboration skills with engineering and operations teams.
• Minimum of 10+ years of experience in analytics or data-driven process improvement.

Key Skills

Education

Bachelor's degree