CallMiner · 2 weeks ago
CX Intelligence Analyst II
United States
Full-time
Remote
Mid, Senior Level
5+ years expCallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. The CX Intelligence Analyst II plays a pivotal role in implementing and optimizing CX automation solutions by leveraging machine learning and natural language processing to drive automation strategies and improve customer experience.
AnalyticsArtificial Intelligence (AI)Business IntelligenceEnterprise Software
Responsibilities
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
Qualification
Required
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
Preferred
Multiple languages are a plus
Benefits
Quality medical, dental and vision benefits
Life and disability insurance
Reimbursement programs for both fitness and tuition
401k matching
Generous PTO including an annual volunteer day
Paid maternity and parental leave
Company
CallMiner
CallMiner develops AI-powered conversation intelligence software that analyzes customer interactions, particularly in call centers.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$196.61MKey Investors
Goldman SachsNewSpring
2025-06-16Series Unknown· $7.5M
2023-12-15Series Unknown· $10M
2022-06-21Series Unknown· $20M
Leadership Team
Roderick MacQueen
Chief Technology Officer
Michael Dwyer
VP of Research
Recent News
2025-12-03
Company data provided by crunchbase