Consultant Software Development - III ( IVR technologies)

We are seeking a Data Analyst who is passionate about the potential of contact centers to enhance customer experiences and drive business outcomes along with Hands-on experience in Spring React & Python coding. You will be part of the team to do analytics and insights for state-of-the-art AI-driven chat and voice solutions that resonate with our user base, align with business objectives, and set the benchmark in the telecom industry.

What youll be doing...

• Designing, developing and implementation of tools for cloud management and tenant onboarding.
• Extracting, cleaning, and analyzing large datasets related to customer and agent interactions with conversational AI channels, identifying trends, patterns, and insights. Also contribute to informed product decisions, ensuring alignment with market trends and user behavior.
• Working closely with product, engineering, and AI teams to define data requirements, understand AI model outputs, and provide actionable insights.
• Developing and tracking key performance metrics for our contact center tools to gauge effectiveness and areas for improvement.
• Presenting findings and insights to non-technical stakeholders, influencing decision-making processes.
• Understanding and analyzing the customer journey, identifying touchpoints where conversational AI can enhance the user experience.
• Collaborating on enhancing AI models, using insights from data to improve response accuracy and user satisfaction.
• Creating intuitive visualizations and dashboards for both technical and non-technical audiences.
• Ensuring the integrity, accuracy, and relevance of data sources and analytical outputs.

What were looking for...

You'll need to have:

• Bachelors degree with four or more years of work experience.
• Four or more years of relevant work experience.
• One or more years of experience in Prompt Engineering
• Four or more years of experience in IVR technologies, Spring Reactive, data analytics, preferably within the telecom or AI industry.
• Product development experience.
• Experience working with analytics tools/platforms such as Python, R, SQL, Excel, Looker studio etc and relevant data visualization tools.
• Experience analyzing large datasets with strong analytical skills with an ability to discern business trends.
• Experience summarizing and visualizing analysis outputs.
• Excellent communication skills, both written and verbal.

Even better if you have one or more of the following:

• Experience in the telecom industry, e-commerce, or customer support domains.
• Proactive approach to problem-solving and user experience enhancement.
• Demonstrable knowledge of Contact center platform & Principles.
• Knowledge of industry wide best practices when it comes to customer experience.
• Comprehensive understanding of AI/ML technologies and their applications in contact center platforms.
• Experience working with statistical/data mining concepts and techniques.
• Experience managing stakeholders and driving projects/use-cases to completion.
• Experience with clustering/segmentation, Incremental analysis, cohort analysis.
• Proven ability to communicate effectively at multiple levels: from team members to executive management - Proven ability to negotiate and motivate others.
• Problem solving skills, self-motivation, leadership, and team orientation.
• Analytic, technical, and organizational skills.