About the role:  

In this role, you will be a core member of the Clarabridge Voice team. Specifically, you will be leading the technical implementations for our Contact Center customers. These implementations are technical and require side-by-side work with a customer’s IT group, Contact Center group, and CX group. Additionally, in this role you will working with Clarabridge’s Engineering and Support teams to ensure that the technical solution is correct and well-architected. 

The business requirements drive the technical decision making, which requires that you have strong business analyst skills as well as technical and project management skills. 

Responsibilities include:  

• Running multiple Voice implementation projects at the same time 
• Defining customer business requirements and their mappings to Clarabridge solutions 
• Collaborating with Clarabridge engagement managers and consultants to ensure successful implementation outcomes 
• Defining user stories and technical implementation specs to fulfill customer business requirements 
• Interfacing with customer IT, contact center, and Customer Experience personnel as a trusted partner, guide, and technical expert 

About the team:  

The Clarabridge Voice Team is focused on helping our customers get value from the millions of recorded call center conversations that happen each year.  We are a highly collaborative and supportive team, comprised of people with various backgrounds and skills including consulting, software engineering, product management, project management, and automated speech recognition. This combination of skills enables the team to successfully integrate with the tremendous variety of call center technologies and systems that are in production around the world today.  

About you:  

You are a candidate with the following minimum qualifications:  

• Bachelor’s degree 
• 2+ years of customer-facing experience, typically as a consultant or customer support representative 
• Business intelligence experience 
• Good mix of technical skills and people skills 
• Strong project management skills
• A willingness to learn a lot

Additionally, some or all of the following skills and experiences would be great: 

• Previous Customer Experience (CX) analyst responsibilities 
• Technical experience, at least at the level of software configuration and understanding high-level data movement. 

About us:  

Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. With over 350 employees and offices in Reston, London, San Francisco, Barcelona, Ghent, and Singapore, Clarabridge is an internationally recognized leader in the Customer Experience Management industry. Our culture is people-focused, results-oriented, and customer-obsessed.