Business Intelligence Analytics Consultant

Location: Fort Myers, FL
Date: September 3, 2008

Position Summary:

This position, a critical role in the fast-growing CallMiner Global Services group, is accountable for end-to-end definition & delivery of business value to large enterprise customers through advanced speech analytics solutions. Facilitating discovery sessions to finalize business objectives & data requirements; developing & documenting best practice methodologies, SOWs & specs; ensuring business value integrity of team deliverables; effective briefings/training to execs/users. This role is key to in-scope, high-quality delivery of variety of concurrent projects.

This person must have the fortitude & savvy to facilitate & negotiate across diverse groups of executive sponsors, business supervisors & IT staff to uphold best practice/scope focus & the outstanding facility to translate technical/analytical details & convey crisp business value/impact to non-technical executives.

Ideal candidate will have superb documentation and training development skills, extensive experience defining analytic solution requirements & managing delivery of results via enterprise integration projects in BI/analytics or call center Workforce/Performance/Quality Management.

Essential Job Responsibilities/Qualifications:

    This role is perfect for a rising-star do-what-it-takes highly disciplined self-starter with outstanding collaboration & communication skills who thrives on juggling multiple complex project deadlines while nimbly embracing rapid-fire technology/methods change. Must possess outstanding problem solving, root-cause analysis & attention to detail.

    This position will be relied on as analytics consultant & technical project lead for important projects requiring outstanding independent critical judgment.

  • Facilitate extraordinarily focused requirements sessions which tightly align customers’ ROI, analytical objectives & data requirements with CallMiner best practices speech analytics methodologies.
  • Develop unambiguous & accurate SOWs, Requirements, Functional Specs to ensure business value quality & alignment across the rest of implementation team’s deliverables (audio processing, business rule & metadata integration with call center recorders, IVRs, CRMs).
  • Drive end-to-end integrity of business value through exceptional technical project leadership & careful oversight of QA, UAT & support handoff.
  • Develop & deliver business value results via compelling key findings briefings & training sessions.
  • Collaborate & communicate effectively with customers’ business sponsor executives, supervisors & IT staff as well as internal/partner project managers, sales staff & technical staff.
  • Own rapid problem resolution & on-time milestone delivery - identify & rapidly escalate to management any barriers impacting forward progress of project. Perform classic customer-facing project management for certain customer deployments.
  • Own customer business value knowledgebase & advise on customer multi-phase evolution plans.
  • Educate/mentor internal/partner staff in speech analytics business value best practices.

Education/ Certification/Special Skills:

  • Professional services experience (requirements analysis/business consulting/project management) in enterprise software solutions - including full lifecycle customer implementations (8-10 years total professional experience)Strong background in data-based Analytics and/or call center Workforce/Performance/Quality management. Familiarity with relational databases (SQL) and Reporting Services highly desirable.
  • Bachelor degree in Accounting, Computer Information Systems, or Computer Science. MBA, CPA preferred.
  • Ability to qualify for a United States Federal Government MBI Security Clearance is desired.
  • 30-80% travel required, primarily to US-based call centers.