Lead Speech Analytics And Transcription Consultant

• Define and support the rollout of Speech Analytics and Transcription offerings as part of our Workforce Optimization product across the enterprise
• oversee transcription accuracy and model performance, including language detection, phonetic interpretation, and risk mitigation strategies
• monitor and troubleshoot transcription pipelines, including post-call and real-time transcription workflows, and escalate issues related to audio quality, language packs, and system configuration
• drive continuous improvement by analyzing trends, identifying gaps, and recommending enhancements to speech analytics models and transcription logic
• support training and enablement for end users and analysts, including documentation, role-based access provisioning, and onboarding to analytics platforms
• drive accountability for assigned initiatives, limit risk exposure, and create efficiencies as appropriate
• perform assessments through fact-finding and data to understand current solutions requiring creative approaches to solving complex issues and develop appropriate solutions
• collaborate and consult with members of the product team and business partners to drive strategic initiatives
• collaborate with third-party vendors in a managed services environment to oversee the implementation, integration, and ongoing support of solutions
• capture and refine requirements, user stories, including business readiness stories, ensuring acceptance criteria is clearly understood by the team
• actively own the prioritization of a clearly understood product backlog aligned to the team with a vision and goal
• remove impediments to achieve outcomes across the team acting as product owner and/or product manager
• ensure stakeholders are informed of changes in the product backlog and provide regular communications on completed and upcoming deliverables

5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 5+ years of experience in speech analytics programs, preferably in a contact center, customer experience, or similar environment
• proficiency in speech analytics platforms (e.g., Verint, NICE Nexidia, or equivalent)
• strong analytical skills with the ability to interpret complex data sets and communicate insights clearly
• experience with natural language processing (NLP) and machine learning is a plus
• experience with Agile practices and frameworks (e.g., Kanban, Scrum, etc.)
• experience in capturing business requirements
• excellent communication and collaboration skills, with the ability to influence stakeholders at all levels
• strong project management skills and the ability to manage multiple priorities in a fast-paced environment
• strong demonstrated experience with contact centers and contact center quality programs
• ability to focus on different customers within the scope of delivery campaigns and maintain a customer-focused mentality through the end-to-end delivery strategic process

• Equal opportunity employer policy
• focus on strong customer relationships
• risk management programs
• accommodations for disabilities during recruitment process