Embedded Expert (SaaS)

TL;DR

Embedded Expert (SaaS): Operationalizing customer program strategies within the contact center environment with an accent on configuring self-service platforms, performing data analysis, and driving actionable insights. Focus on mentoring customer analyst teams, monitoring performance trends, and collaborating with senior stakeholders to maximize the value of AI-driven solutions.

Location: Must be based in the United States

Company

hirify.global is an AI-powered platform that helps contact centers optimize customer interactions, automate processes, and empower teams through advanced human-AI collaboration.

What you will do

• Configure and maintain the Opera self-service product to support customer program strategies.
• Analyze contact center data to identify trends, anomalies, and performance insights.
• Develop and present performance reports to key customer stakeholders.
• Mentor and support customer analysts in utilizing hirify.global tools effectively.
• Respond to ad hoc analytical requests and provide data-driven recommendations.
• Collaborate cross-functionally with hirify.global teams to drive customer success.

Requirements

• Location: Must be based in the United States
• 1-5 years of relevant professional experience.
• Strong problem-solving skills for analyzing complex datasets.
• Excellent communication skills for interacting with senior-level customer executives.
• Proficiency in Microsoft Office Suite and Google Slides.
• Experience with SaaS software and adaptability to new technologies.

Nice to have

• Prior experience within a contact center environment.
• Familiarity with speech analytics tools and methodologies.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance plans.
• Flexible vacation policy for improved work-life balance.
• Paid parental leave programs.
• Communication and wellness stipends.
• Structured training and professional development opportunities.