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TTEC Senior Business Analyst, Speech & Text Analytics - REMOTE in Englewood, Colorado

TTEC Consulting’s Insights Practice is looking for a Senior Business Analyst, Speech & Text Analytics to uncover actionable customer insights as part of speech and/or text analysis using speech and text mining tools. This person will design, manage and deliver client analyses, including customer sentiment analyses, customer journey analyses and visual dashboards.

The Senior Business Analyst, Speech & Text Analytics will bring to TTEC experience with contact center VOC processes and tools, as well as experience with programming languages and data visualization tools.

What you’ll be doing:

  • Utilize speech and text mining tools to uncover actionable customer insights as part of speech and/or text analysis

  • Evaluate large amounts of consumer data and cull out key insights to support data-driven opportunities to improve key business metrics such as customer satisfaction, call volume, customer retention, etc.

  • Design, manage and deliver client analyses, including customer sentiment analyses, customer journey analyses and visual dashboards

  • Document business and functional requirements for dashboards and unstructured data analytics

  • Utilize knowledge of multivariate statistics, including but not limited to, regression, cluster analysis, and decision trees

  • Develop analytic plans, including sampling plans and programming specifications

  • Analyze large-scale customer databases or data from big data platforms

What you’ll bring to us:

  • 4-5 years of experience in speech and text mining, including background in contact center VOC processes and tools, such as Verint, Nexidia, and CallMiner

  • 1-2 years of experience with data visualization tools, such as Tableau or Power BI

  • 1-2 years of experience with data query tools, such as SAS, SQL, R, or Python

  • Proficiency with Excel and PowerPoint

  • Knowledge of big data tools such as Databricks

  • Bachelor’s degree in Statistics, Marketing Analytics or similar field; Master’s degree is preferred

Who We Are:

TTEC is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our two customer experience segments—TTEC Digital and TTEC Engage—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

Our Digital Consulting and Technology Services segment drives to blend digital strategy and omnichannel consulting with cloud-based technology platforms to design and build best in class customer experiences to small, medium, and enterprise clients.

What We Offer:

  • Variable incentive bonus plan, 401K company match, tuition reimbursement

  • Global career mobility, employee recognition programs, professional development

  • State of the art technology which allows for seamless global connectivity

  • Rich wellness program and health incentives

/TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC is an Equal Opportunity Employer./

#LI-Remote

Job: *Consulting

Title: Senior Business Analyst, Speech & Text Analytics - REMOTE

Location: CO-Englewood

Requisition ID: 02SAS

Other Locations: United States

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