The candidate must be passionate and highly skilled in business analytics and data representation. The candidate should also be highly knowledgeable in the contact center business use of emerging open-source data visualization tools Power BI, Domo etc. This is necessary for the creation of visually and verbally engaging reports and presentations, for clients, leadership teams, and other key stakeholders.
The candidate should be skilled in SQL database, Data crunching, Business analytics, Data analytics, and Python (added advantage) etc. Additionally have a deep understanding of A/B testing and be highly knowledgeable in key metric identification for driving and maintaining healthy business performance.
Experience in CC contact channels, digital products, Digital transformation solutions, Conversational AI Optimization (Voice & Digital), Client handling, and web data handling would be added advantage.
ResponsibilitiesData & Analytics
- Gather, clean, and consolidate data from multiple sources for reporting and analysis.
- Create structured datasets and derive KPIs from transcripts, BoT logs, and operational metrics.
- Perform data reconciliation to ensure reporting accuracy.
Conversational AI Performance Analysis
- Analyze chatbot and voicebot performance trends and customer journeys.
- Review the impact of Virtual Assistant (VA) journey and conversation flow designs on customer experience and business outcomes
- Identify containment failures, authentication issues, drop-offs, and intent misclassifications.
- Review transcripts and call recordings to identify STT issues and customer sentiment patterns.
- Validate business assumptions and measure pre/post optimization impact.
Insights & Optimization
- Generate actionable insights and recommend optimization initiatives.
- Identify and prioritize improvement opportunities across:
- Use case and channel expansion
- Conversation flow and journey optimization
- Verbiage and AI model enhancement
- Authentication journey optimization
- Repeat interaction reduction
- Customer feedback and sentiment analysis
- Estimate business impact and KPI uplift opportunities from optimization initiatives.
- Support hypercare monitoring and continuous improvement initiatives.
Stakeholder & Business Reviews
- Prepare dashboards, business reviews, and performance presentations.
- Collaborate with delivery, operations, and client stakeholders.
- Contribute to optimization roadmaps and advisory discussions.
Bachelor's/Master's Degree with 3-6 years in Data Analytics, CX Analytics, Conversational AI Analytics, or related roles
Skills Required
- Bachelor's or Master's degree
- 3-6 years of experience in Data Analytics, CX Analytics, Conversational AI Analytics, or a related role
- Business analytics and data representation skills
- Experience with Power BI, Domo, or similar data visualization tools
- SQL database and data analytics skills
- Data crunching and data consolidation skills
- Understanding of A/B testing
- Ability to identify key metrics for business performance
- Python skills
- Contact center channel experience
- Digital products or digital transformation solutions experience
- Conversational AI optimization experience across voice and digital channels
- Client handling experience
- Web data handling experience
EXL Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about EXL and has not been reviewed or approved by EXL.
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Healthcare Strength — Medical plan options include HSA, HRA, and PPO choices, with additional health-related programs such as disability coverage and an employee assistance program. Feedback suggests these options provide meaningful flexibility and coverage breadth for many roles.
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Leave & Time Off Breadth — Up to 20 days of paid time off, plus federal holidays and paid sick and safe time, are highlighted. Feedback suggests this leave structure is a notable benefit alongside core compensation.
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Retirement Support — A traditional and Roth 401(k) with up to a 3% company match and full vesting after one year is described. Feedback suggests this match and vesting timeline help bolster long-term savings.
EXL Insights
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
