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ChatGPT Jobs · 1 day ago

Business Analyst 2

United States

Full-time

Remote

Mid, Senior Level

$72K/yr - $91K/yr

5+ years exp

CallMiner is the global leader in AI-powered conversation intelligence and customer experience automation. The Business Analyst 2 plays a pivotal role in implementing and optimizing CX automation solutions, leveraging machine learning and natural language processing to drive automation strategies and deliver actionable insights for improved customer experiences.

Computer 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

AI/ML conceptsNLPPredictive modelingData visualizationPythonBusiness strategyExcelBI toolsCommunication skillsDetail-oriented

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