About Brillio:
Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Born digital in 2014, Brillio applies its expertise in customer experience transformation, data analytics, Artificial Intelligence, platform and product engineering, cloud infrastructure, and security to help clients quickly innovate for growth, create digital products, build service platforms, and drive smarter, data-driven performance.
Brillio, renowned for its world-class professionals, referred to as "Brillians," distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction. Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year.
Tech Analyst - Speech & Text
Primary Skills
- Communication & Articulation: Vocal & Written, Technical Decision Making (How many iterations to go for vs when to stop iterating), OKR Validation against statistical measures, Problem Solving, Business Acumen (Consume new domains quickly to learn through data), Excel VBA, Data Wrangling, Design Thinking, Data Storytelling & Insight Generation, Data Curiosity, Data Literacy, Problem Formulation (Business problem to Data Science Problem)
Specialization
- Data Science Foundation: Data Analyst
Job requirements
- Day to Day Responsibilities:
- Gather and define requirements/solutions for Speech & Text Analytics solutions Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions.
- Perform in-depth analysis to identify high-level business and functional requirements.
- Create and maintain requirements and functional documentation to support the development and QA processes.
- Develop functional and detailed technical specifications that support the approved functional, operational, and service level requirements.
- Design, develop, deploy and maintain Business Rules / Configurations etc. within the Speech & Text Analytics solutions.
- Knowledge of Speech & Text Analytics solutions like CallMiner, Nexidia, Genesys etc.
- Be the Point of Contact for technical issues, and troubleshooting based on understanding existing configurations and workflow, and working within escalation processes to resolve more advanced issues.
- Understanding the technology solutions and tools in place to be able to convey the existing or changing technology to the business in a non-technical manner.
- Lead QA efforts in writing test cases and perform end2end testing to validate the expected experience.
- Being able to adapt/ be flexible to changing priorities and have the customer success as the focus to drive critical experiences/solutions.
- Work with developers / system engineers to manage sprints and perform Release Management tasks.
- Ability to define and monitor KPIs on solutions to drive continuous improvement.
- Analyze trends in product solutions to identify customer problems and new opportunities; partner with core stakeholders to understand key drivers Strong communication, collaboration, and stakeholder management skills
- Required Qualifications:
- Bachelor’s degree in management / IT 5 years of prior experience as Tech Analyst / Business Systems Analyst or similar role, preferably in Contact Center domain 5 years of industry experience in Speech & Text Analytics solutions
- Knowledge of Speech & Text Analytics solutions like CallMiner, Nexidia, Genesys etc.
- Preference will be given for experience in CallMiner tool Experience in contact center technologies
- Comfortable with high pressure, high profile and fast-paced projects
- Exposure to Technical Project management and Prioritization process
- Strong communication, collaboration, and stakeholder management skills
- Strong visualization skills or ability to put together a strong data narrative on solutions/experiences.
- Expertise in JIRA and Agile methodology.
- Proven understanding of high-performing organizations with Release cycles.
- Experience implementing or system administrating SaaS platforms.
- #LI-CH1
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