0017 eBay Canada Technology

0017 eBay Canada Technology

Speech and Text Analytics Specialist

Austin, Texas

Sponsorship not specified$98k-$174kDetected 34 days ago
SQLRESTData AnalysisData EngineeringCybersecurityAccessibilityProject ManagementPRDsLoad TestingCommunicationProblem Solving

About the role

  • We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.
  • The perfect candidate will have practical experience in speech analytics, text analytics, conversational AI, and analyzing customer interactions through voice and digital mediums.
  • Take responsibility for comprehensive interaction analytics spanning voice, chat, email, and surveys through speech and text analytics platforms (e.g., CallMiner, Genesys/ICX/STA/WEM).

Responsibilities

  • Compose, build, and validate end-to-end technical architecture for interaction analytics: Bulk APIs, ETL/DWH pipelines, schemas, and downstream reporting layers.
  • Configure, test, and optimize speech/text models and configurations (categories, topics, dictionaries, Auto QA, behavioral models) across front-end tools and back-end data flows.
  • Lead end-to-end quality engineering (QE) for speech/text analytics solutions, including test strategy, automation, regression and performance testing, and production validation.
  • Perform detailed code-level and data-level validation with engineering teams
  • This role will focus on analyzing customer interactions to generate actionable insights, improve operational efficiency, enhance customer experience, and support technology-enhanced customer engagement initiatives.
  • Perform detailed code-level and data-level validation with engineering teams; investigate and resolve data quality, recall, and performance issues across pipelines and dashboards.
  • Develop, take responsibility for, and keep up-to-date BRDs/PRDs and technical documentation (architecture diagrams, field mappings, runbooks, onboarding/admin guides) for interaction analytics initiatives.
  • Run and support cross-functional project ceremonies (standups, backlog grooming, release readiness, weekly speech & text forums) and coordinate delivery across GCX, CSTech, CDT, Integration Services, and vendors.
  • Build and validate privacy, redaction, and access-control approaches for transcripts, audio, and derived analytics in partnership with InfoSec and Privacy.
  • Partner with analytics and BI teams to define metrics.

Requirements

  • Bachelor's degree in computer science, Information Technology, Data Analytics, or related field.
  • 5 years of experience in Speech Analytics, Text Analytics, or Contact Center data analysis.
  • Strong understanding of customer interaction analytics and conversational intelligence.
  • Experience with Speech Analytics platforms and conversational AI technologies.
  • Experience evaluating voice and digital customer interactions.
  • Experience with SQL, reporting tools, and data analysis.
  • Familiarity with REST APIs, JSON, and integration concepts.
  • The candidate should have strong analytical skills, experience with contact center technologies, and the ability to work cross-functionally with operations, business, QA, and engineering teams.

Nice to have

  • Excellent interpersonal, communication, project handling and problem-solving capabilities.
  • Project management skills and ability to communicate well within cross-functional teams.
  • Ability and willingness to mentor more junior personnel.
  • Ability to convert project requirements into logical sequence of tasks through delivery of the successful project.
  • Genesys Cloud Certification(s) would be a plus.
  • If you have a need that requires accommodation, please contact us at talent@ebay.com.
  • We will make every effort to respond to your request for accommodation as soon as possible.
  • View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

Compensation

  • $98,000 - $173,600 Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience.
  • View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.
  • It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
  • An employer who violates this law shall be subject to criminal penalties and civil liability.
  • We use cookies to enhance your experience and may use AI tools for administrative tasks in the hiring process.
  • We Empower People and Create Economic Opportunity eBay Inc. (NASDAQ: EBAY) is a global commerce leader that connects millions of buyers and sellers around the world.

Benefits

  • Deliver dashboards and monitoring for usage, recall, performance, and operational health.
  • Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Company info

  • We are looking for a skilled Speech and Text Analytics Specialist to become part of our Customer Experience and Contact Center Technology group.

Equal opportunity

  • Remote roles are not eligible for U.S. visa sponsorship. eBay is an equal opportunity employer.

Visa & Work Authorization

  • Remote roles are not eligible for U.S. visa sponsorship. eBay is an equal opportunity employer.
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