Customer Experience Analyst (AI)

TL;DR

Customer Experience Analyst (AI): Optimizing traditional and generative IVR operations through data analysis and call annotation with an accent on reducing customer effort and streamlining processes. Focus on evaluating AI agent comprehension, analyzing conversational flows, and delivering data-driven insights to stakeholders.

Location: Remote

Company

hirify.global is a fast-growing system integrator that offers strategic Customer Experience (CX) solutions to its clients.

What you will do

• Evaluate the readiness of traditional IVR and generative AI agent systems through simulated test calls.
• Perform detailed call annotations to understand customer intents and optimize AI comprehension.
• Analyze large datasets and conversational flows to uncover trends and identify customer pain points.
• Translate data into actionable insights and deliver presentations to stakeholders and executive teams.
• Configure and maintain 3rd party analytics tools to monitor daily KPI dashboards.
• Partner with Project Managers and Team Leads to solve complex customer journey issues.

Requirements

• Written and spoken fluency in French or German.
• Expertise in analyzing complex datasets using Microsoft Excel, Google Sheets, or similar (pivot tables and basic formulas).
• Strong analytical and problem-solving abilities.
• Proficiency in building and delivering focused presentations via PowerPoint or Keynote.
• Strong attention to detail.
• Ability to collaborate effectively in a remote team environment.

Nice to have

• Experience working in or collaborating with a contact center environment.
• Understanding of user interface or conversational design concepts.
• Familiarity with conversational AI, specifically in optimizing chatbots and virtual assistants.