We are looking for someone with a relentless curiosity for both user behavior and AI/ML mechanics; someone who understands how models function and possesses a natural drive to dig into data anomalies until they make sense. Your work will directly shape how our voice agents perform, from surfacing patterns in conversation data to providing the inputs that improve our models.
Responsibilities
Analyze conversational data at scale to uncover opportunities for improving resolution rates, success rates, conversation depth, and growth.
Partner closely with Voice PMs to translate data findings into product priorities and roadmap inputs.
Provide the analytical insights and requirements that drive model improvements while collaborating with ML and engineering teams to define and own end-to-end success metrics.
Build and maintain dashboards and metrics that give the Voice group a shared, reliable view of performance.
Design and analyze experiments and A/B tests to validate hypotheses about agent behavior, conversation flows, and user outcomes.
Develop a deep understanding of our conversational data, taking full ownership of the analytical infrastructure to ensure the highest standards of data integrity and becoming the primary storyteller for your domain.
Proactively investigate data anomalies or gaps to identify root causes and propose solutions without waiting for external direction.
Responsibilities
Analyze conversational data at scale to uncover opportunities for improving resolution rates, success rates, conversation depth, and growth.
Partner closely with Voice PMs to translate data findings into product priorities and roadmap inputs.
Provide the analytical insights and requirements that drive model improvements while collaborating with ML and engineering teams to define and own end-to-end success metrics.
Build and maintain dashboards and metrics that give the Voice group a shared, reliable view of performance.
Design and analyze experiments and A/B tests to validate hypotheses about agent behavior, conversation flows, and user outcomes.
Develop a deep understanding of our conversational data, taking full ownership of the analytical infrastructure to ensure the highest standards of data integrity and becoming the primary storyteller for your domain.
Proactively investigate data anomalies or gaps to identify root causes and propose solutions without waiting for external direction.
Requirements:
5+ years as a data analyst or analytics-focused data scientist, with a track record of driving decisions through data.
Strong SQL skills and experience navigating large, complex datasets while ensuring data structure and alignment.
Leverage advanced visualization tools to communicate high-impact insights, with a strong focus on storytelling – not just charts.
Exceptional English communication skills, both written and spoken, for clear collaboration with PMs, engineers, customers, and leadership.
Strategic mindset with the ability to translate vague business challenges into structured analytical plans.
Bonus Points
Experience with NLP or conversational data, including intent analysis and defining quality metrics for model evaluation.
Proficiency in Python for analysis and experience scaling data processes within high-growth, evolving infrastructure.
Previous experience in the healthcare industry or working with highly regulated data environments.
5+ years as a data analyst or analytics-focused data scientist, with a track record of driving decisions through data.
Strong SQL skills and experience navigating large, complex datasets while ensuring data structure and alignment.
Leverage advanced visualization tools to communicate high-impact insights, with a strong focus on storytelling – not just charts.
Exceptional English communication skills, both written and spoken, for clear collaboration with PMs, engineers, customers, and leadership.
Strategic mindset with the ability to translate vague business challenges into structured analytical plans.
Bonus Points
Experience with NLP or conversational data, including intent analysis and defining quality metrics for model evaluation.
Proficiency in Python for analysis and experience scaling data processes within high-growth, evolving infrastructure.
Previous experience in the healthcare industry or working with highly regulated data environments.
This position is open to all candidates.
