What We Offer:

• Canteen Subsidy
• Night Shift allowance as per process
• Health Insurance
• Tuition Reimbursement
• Work-Life Balance Initiatives
• Rewards & Recognition

What You’ll Be Doing:

Integration Architecture and Design

• Own end-to-end technical discovery and requirements gathering to design and operationalize seamless client-to-Call Miner speech analytics data pipelines
• Define integration patterns and architecture that ensure scalable, reliable data flow between source systems and Call Miner platform
• Assess source systems, analyze technical capabilities, and identify integration points and dependencies
• Map complex data structures across disparate systems to ensure accurate data translation and transformation
• Document comprehensive technical specifications, integration workflows, and system architecture diagrams
• Design data ingestion strategies that optimize performance, reliability, and data quality

Stakeholder Management and Coordination

• Serve as the single point of contact for all Call Miner integration communications across Call Miner, Etech, and client organizations
• Coordinate cross-functional stakeholders including technical teams, business units, and leadership across multiple organizations
• Manage dependencies, timelines, and deliverables across integration project lifecycle
• Facilitate requirements gathering sessions, technical design reviews, and stakeholder alignment meetings
• Communicate technical concepts to non-technical stakeholders with clarity and appropriate context
• Provide regular status updates, risk assessments, and project progress reports to all stakeholders

Platform Configuration and Administration

• Configure, optimize, and maintain client-dedicated Call Miner instances to meet specific business requirements
• Implement source system mapping to ensure accurate data route and processing
• Configure data ingestion pipelines including scheduling, error handling, and data validation rules
• Manage metadata structures, taxonomies, and data classification schemes within Call Miner platform
• Configure hierarchy mapping to align organizational structures with Call Miner’s reporting capabilities
• Perform ongoing system tuning to optimize performance, resource utilization, and processing efficiency
• Implement security configurations, access controls, and data governance policies

Technical Support and Issue Resolution

• Act as primary technical support owner for integration, data flow, and overall Call Miner instance readiness
• Proactively monitor system health, data pipeline status, and integration performance metrics • Troubleshoot and resolve data quality issues, transformation errors, and data validation failures
• Diagnose and remediate performance bottlenecks and system latency issues
• Address connectivity issues between source systems and Call Miner platform
• Implement root cause analysis for recurring issues and develop preventive solutions
• Maintain incident documentation and knowledge base for common integration issues

Quality Assurance and Continuous Improvement

• Monitor data quality metrics to ensure accuracy, completeness, and consistency of ingested data
• Track pipeline reliability metrics including uptime, processing success rates, and error frequencies
• Assess system performance against established SLAs and performance benchmarks
• Identify opportunities for optimization in data processing, system configuration, and integration workflows
• Recommend and implement continuous improvements to enhance reliability, performance, and user experience
• Conduct regular health checks and preventive maintenance activities
• Document best practices and standardize integration procedures across client implementations

Documentation and Knowledge Management

• Create and maintain comprehensive technical documentation including system architecture, data flow diagrams, and configuration guides
• Document integration patterns, standard operating procedures, and troubleshooting guides
• Maintain data dictionaries, field mapping documents, and metadata specifications
• Develop runbooks for common operational tasks and incident response procedures
• Create knowledge transfer materials for client teams and internal stakeholders

What We Expect You To Have:

Required Qualifications Education and Experience

• Bachelor’s degree in computer science, Information Technology, Engineering, or related technical field
• Minimum 3-5 years of experience in system integration, data engineering, or technical implementation roles
• At least 2 years of hands-on experience with CallMiner platform administration, configuration, and integration
• Proven track record of managing complex technical integrations across multiple organizations and stakeholder groups
• Experience with enterprise speech analytics or contact center technology platforms
• Demonstrated experience in project coordination and technical stakeholder management

Technical Skills

• Deep expertise in CallMiner platform architecture, data models, and configuration capabilities
• Strong understanding of integration patterns including API integrations, file transfers, database connections, and streaming data pipelines
• Proficiency in data transformation, ETL/ELT processes, and data pipeline orchestration
• Experience with SQL, database systems, and data querying for troubleshooting and validation
• Knowledge of RESTful APIs, web services, and integration middleware platforms
• Familiarity with contact center platforms and telephony systems (e.g., Genesys, Avaya, Cisco, Five9)
• Understanding of data formats including JSON, XML, CSV, and audio file formats
• Experience with cloud platforms (AWS, Azure, GCP) and cloud-based integration tools is preferred
• Knowledge of scripting languages (Python, PowerShell, Bash) for automation is a plus

Core Competencies

• Exceptional problem-solving skills with ability to diagnose complex technical issues across distributed systems
• Strong analytical thinking with attention to detail in data validation and quality assurance
• Excellent organizational skills with ability to manage multiple concurrent integration projects
• Proactive mindset with ability to anticipate issues and implement preventive measures
• Self-motivated with capacity to work independently and drive initiatives to completion
• Strong sense of ownership and accountability for technical deliverables
• Ability to work under pressure and manage competing priorities in fast-paced environments • Understanding of data security, privacy regulations, and compliance requirements Communication and Interpersonal Skills
• Excellent verbal and written communication skills for technical and non-technical audiences
• Ability to translate complex technical concepts into business-friendly language
• Strong stakeholder management skills with experience coordinating across multiple organizations
• Diplomatic approach to conflict resolution and managing competing stakeholder interests
• Experience presenting technical solutions, project updates, and recommendations to leadership
• Collaborative mindset with ability to build strong working relationships across teams
• Active listening skills to understand requirements and concerns from diverse stakeholders

Project Management Capabilities

• Experience managing technical projects from discovery through implementation and stabilization
• Ability to develop project plans, timelines, and resource allocation strategies
• Risk identification and mitigation planning capabilities
• Dependency management across complex multi-party integrations
• Familiarity with Agile, Waterfall, or hybrid project methodologies

Key Performance Areas

Success in this role is measured through:

• Quality and accuracy of analytical outputs and recommendations
• Timeliness of delivery report and responsiveness to stakeholder requests
• Platform configuration accuracy and optimization effectiveness
• Stakeholder satisfaction with insights and communication clarity
• Contribution to measurable improvements in operational KPIs and quality metrics
• Ability to identify actionable trends that drive business value