CX Intelligence Analyst II

As an integral part of the fast‑growing CallMiner Customer Success Team, the Business Analyst 2 plays a pivotal role in implementing and optimizing CX automation solutions fueled by AI‑powered conversation intelligence.

By leveraging machine learning (ML), natural language processing (NLP), and advanced data modeling, this analyst drives automation strategies that convert raw omni‑channel customer interaction data into streamlined processes, predictive workflows, and actionable insights for measurable ROI and transformational customer experience improvements.

This position combines expert business/data analysis with CX automation design, AI/ML model evaluation, and change‑management leadership — ensuring customers follow best practices, accelerate adoption, and achieve “speed to value” through the CallMiner platform. A balance of technical acumen, AI experience, and exceptional communication skills is essential.

Primary 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.

Requirements:
Skills & Qualifications

• 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.
• Multiple languages are a plus.

Benefits:
About CallMiner

Does the possibility of using artificial intelligence to improve human connection excite you? We agree!

CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. Our industry-recognized platform captures and analyzes 100% of omnichannel customer interactions delivering the insights organizations need to improve CX, enhance agent performance, and drive automation at scale. By combining advanced AI, industry-leading analytics, and real-time conversation intelligence, we empower organizations to uncover customer needs, optimize processes, and automate workflows and interactions. The result: higher customer satisfaction, reduced operational costs, and faster, data-driven decisions. Trusted by leading brands in technology, media & telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality, we help organizations transform customer insights into action.

CallMiner's core set of values – from maniacal customer focus and radical candor to team mentality and transparency – serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together. We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood.

Our strong commitment to a positive environment continually earns us recognition as a top workplace, including Boston Globe Top Place to Work.

Benefits + Perks

At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. We strive to offer a well-rounded and generous benefits package designed to provide the coverage options and flexibility to meet both individual and family needs. This includes 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, and more.

We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, ancestry, disability, sexual orientation, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state, or local laws.