This is a remote position, but if you live within driving distance of one of our locations, you may ... Enterprise analytics suites from vendors like Medallia or Genesys * AI Prompting : Ability to ...
This is a remote position, but if you live within driving distance of one of our locations, you may ... Enterprise analytics suites from vendors like Medallia or Genesys * AI Prompting : Ability to ...
Remote Conversational Intelligence Analyst
Southington, CT · On-site +1
$80K - $100K/yr
This is a remote position, but if you live within driving distance of one of our locations, you may ... Enterprise analytics suites from vendors like Medallia or Genesys * AI Prompting : Ability to ...
Remote Conversational Intelligence Analyst
Southington, CT · On-site +1
$80K - $100K/yr
This is a remote position, but if you live within driving distance of one of our locations, you may ... Enterprise analytics suites from vendors like Medallia or Genesys * AI Prompting : Ability to ...
Genesys Remote information
What is a Genesys Remote?
A Genesys Remote job involves working with Genesys cloud-based or on-premises customer experience solutions from a remote location. Roles may include system administration, technical support, implementation, or development of Genesys applications. Employees utilize tools like Genesys Cloud, Engage, or PureConnect to manage communication channels, automation, and customer interactions. Remote workers typically collaborate with teams via online platforms to optimize customer engagement and ensure seamless system performance.
What are common challenges faced by professionals working remotely with the Genesys platform, and how can they be managed?
One of the main challenges in a Genesys Remote position is troubleshooting complex technical issues without on-site assistance, which requires strong remote diagnostic skills and clear virtual communication. Working across different time zones or with global teams can also present coordination and collaboration difficulties. To manage these challenges, Genesys Remote professionals typically leverage advanced remote support tools, participate in regular virtual meetings, and maintain detailed documentation. Proactive communication and continuous skills development are key strategies for overcoming obstacles and ensuring high service quality.
What are the key skills and qualifications needed to thrive in the Genesys Remote position, and why are they important?
To excel in a Genesys Remote role, you need expertise in contact center operations, strong troubleshooting abilities, and a solid understanding of the Genesys suite of software, often supported by a degree in IT or a related field. Familiarity with cloud-based contact center solutions, VoIP technology, and relevant certifications like Genesys Certified Professional are commonly expected. Outstanding communication, problem-solving skills, and the ability to work independently in a distributed team environment are highly valued. Mastery of these skills ensures efficient technical support, client satisfaction, and seamless virtual collaboration.
Does Genesys offer remote work options?
Genesys offers remote work options for many of its roles, including customer service and technical positions. Employees often work from home using collaboration tools and may need to meet specific technical or communication requirements.
What are popular job titles related to Genesys Remote jobs in Connecticut?
For Genesys Remote jobs in Connecticut, the most frequently searched job titles are:
What job categories do people searching Genesys Remote jobs in Connecticut look for?
The top searched job categories for Genesys Remote jobs in Connecticut are:
What cities in Connecticut are hiring for Genesys Remote jobs?
Cities in Connecticut with the most Genesys Remote job openings:
Remote Conversational Intelligence Analyst
Southington, CT • Remote
ACC PREMIERE
Full-time
Posted 17 days ago
Job description
Conversational Intelligence Analyst
A conversational intelligence analyst evaluates customer and agent omni channel interactions using AI and natural language processing to extract intent, sentiment, and behavioral trends that drive business strategy, product development, and operational performance.
We are seeking a data-driven and analytical Conversational Intelligence Analyst to join our innovations team.
In this role, you will uncover actionable insights regarding customer sentiment, operational bottlenecks, and compliance trends. Your findings will directly influence product development, marketing strategies, and customer experience (CX) optimization.
**This is a remote position, but if you live within driving distance of one of our locations, you may be required to come into the office on occasion. This will be discussed with candidates that this applies to.**
Key Responsibilities
- Data Synthesis: Extract, clean, and organize unstructured conversation logs into structured data frameworks.
- Insight Generation: Track specific customer pain points, competitor mentions, and product feature feedback using NLP queries.
- Dashboard Design: Create, maintain, and automate operational dashboards in BI tools (e.g., Tableau, Power BI) to display key performance indicators (KPIs) like customer satisfaction (CSAT) and script adherence.
- Cross-Functional Collaboration: Partner closely with Customer Support, Product, and Quality Assurance teams to turn conversational data into specific workflow improvements.
- Model Optimization: Train, refine, and maintain the accuracy of speech-to-text categorization models and automated sentiment rules.
Core Responsibilities
- Data Mining & Transcription: Convert large volumes of unstructured audio and text logs into clean, searchable data Including creating flags/tags based on search criteria and questions from client teams.
- Sentiment & Intent Tracking: Identify emotional shifts, customer pain points, and competitor mentions.
- Dashboard & Report Building: Design operational reporting (often via tools like Tableau/PowerBI) to visualize metrics like script adherence and customer satisfaction (CSAT).
- Process Optimization: Partner with operations and product teams to translate conversation trends into actionable business changes.
Key Tools & Technologies
- Speech-to-Text & NLP Engines: Systems like CallMiner
- Data Visualization: Advanced SQL and BI tools like Tableau or PowerBI.
- CX Platforms: Enterprise analytics suites from vendors like Medallia or Genesys
- AI Prompting: Ability to leverage syntax and AI assistants to create prompts.
Required Qualifications
- Experience: 2–5 years of experience in data analytics, customer experience analytics, or business intelligence.
- Technical Skills: Strong proficiency in SQL and experience building visualizations in Tableau or Power BI.
- Platform Knowledge: Experience with speech/text analytics engines (e.g. CallMiner, Medallia, et al).
- Communication: Ability to translate complex, quantitative datasets into clear, narrative-driven business recommendations for non-technical leadership.
Must be authorized to work in the US - No sponsorship available at this time.
EEO Statement:
ACC Premiere is an equal-opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, ancestry, age, disability, veteran status, or any other status legally protected by federal, state, or local law.