🛠 Tech Stack

💼 About This Role

You'll lead conversation-level analytics for enterprise customers using an agentic AI platform, driving insights that reduce customer friction and improve outcomes for global brands like Delta Airlines and MetLife.

🎯 What You'll Do

• Lead conversation-level analytics across AI and human-assisted interactions
• Analyze resolution quality, looping behavior, escalation effectiveness, and failure patterns
• Own DSAT and Voice-of-Customer root-cause analysis
• Produce decision-grade insights for AI optimization and product improvements

📋 Requirements

• 5-8+ years in analytics, decision science, or CX analytics
• SQL and Python for data analysis
• Experience with LLMs or Gen-AI for analysis and insight generation
• Ability to communicate findings to enterprise stakeholders

✨ Nice to Have

• Experience with conversational analytics tools
• Background in customer support or CX metrics

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Technical Interview· 60 min
3. 3Hiring Manager Interview· 45 min