CX Analytics Coordinator - Business Innovation

CX Analytics Coordinator - Business Innovation
Full-Time • Advanced CX Services • Hybrid - Livingston, NJ

About us:
We are a privately held, technology-first global provider of omnichannel outsourced contact center solutions, delivering exceptional customer experiences through a seamless blend of AI-powered automation and premium live agent support. We provide world-class customer care, implement smart technology and CRM solutions, and deliver best-in-class analytics and actionable insights for the world's most trusted brands. Our in-house Business Innovations, Systems Innovations, and Insights & Analytics teams are on the leading edge of what's possible for the Contact Center of the Future.

The Opportunity:
We are looking for a detail-oriented, curious, and reliable CX Analytics Coordinator to join our Business Innovation team. In this role, you will work hands-on inside our CallMiner conversational intelligence platform - building and maintaining the category configurations, phrase libraries, and scoring logic that power analytics programs for our client portfolio.

No prior experience with CallMiner or speech analytics is required. If you think in logic, care deeply about getting things right, and want to grow your career in a fast-moving CX analytics environment, we want to hear from you.

Key Responsibilities:
• Build and maintain phrase libraries, category configurations, and scoring components inside CallMiner following established build standards
• Run data pulls and perform basic analysis on interaction exports to support client reporting and Quarterly Business Review (QBR) preparation
• Validate all builds against quality checklists before they go live
• Maintain accurate internal documentation and build logs
• Collaborate directly with the Director of Business Innovation - receiving clear specifications, asking good questions, and surfacing issues proactively

What We're Looking For:
• 0-2 years of experience in a contact center, QA, analytics, reporting, or operations role - or a transferable equivalent
• Strong attention to detail; comfortable working with exact syntax, logical structures, and defined processes
• Quick learner who can follow technical documentation and pick up new tools
• Clear and proactive written communicator - you log your work, flag questions early, and don't go quiet when stuck
• Consistent and dependable; this role rewards people who do the work carefully and reliably every time

Bonus Points:
• Exposure to contact center, CX, or customer service environments
• Familiarity with spreadsheets, data exports, or basic reporting tools
• Experience working within a structured process or quality standard - QA, compliance, or documentation-heavy roles all count
• Any background in speech analytics, conversational intelligence, or similar platforms is a strong plus but not required

What You Can Expect:
• A hands-on role where you will build real, production-level configurations used by recognizable national brands
• Direct mentorship and day-to-day collaboration with an experienced analytics leader
• A clear path to grow your skills in conversational intelligence, CX analytics, and data-driven quality programs
• A team that values precision, curiosity, and doing the work right

Position Details:
Type: Full-Time
Location: Hybrid - Livingston, NJ (in-office and remote) Minimum 3 days in Office
Compensation: Commensurate with experience

EEO Statement:

We are 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.