KnipperHEALTH is looking to improve operational insight, quality assurance, and performance management through the development of an enterprise Interaction Analytics platform. This platform will leverage AI-enhanced solutions for real-time analytics and actionable intelligence within contact center operations.
Requirements
- Proficiency in Python, SQL, and modern data stack technologies.
- Experience with NLP, machine learning, and cloud-based analytics platforms.
- Demonstrated ability to integrate AI and natural language models into operational workflows for quality management.
- Experience in building enterprise-grade analytics platforms with high user adoption.
- Experience with telephony systems, contact center operations, and/or performance metrics.
- Excellent technical skills to include Microsoft Office (Word, Excel, Visio, PowerPoint and Outlook)
Responsibilities
- Architect and build core components of interaction analytics platform, including workspace customization, category modeling, and data ingestion pipelines.
- Develop and maintain NLP-driven analytics modules that support sentiment analysis, compliance scoring, and behavioral insights.
- Implement AI-enhanced features such as real-time transcription, adverse event detection, and predictive call scoring.
- Design and maintain data interfaces between the analytics platform and enterprise reporting tools, ensuring seamless integration and performance.
- Apply natural language models to automate quality scoring, root-cause analysis, and agent guidance during live calls.
- Collaborate with the AI Operating Committee to pilot and scale conversational intelligence features, including memory/state management and real-time feedback loops.
- Support the development of AI-enhanced dashboards and reporting tools that translate voice/text analytics into actionable insights for QA, Operations, and Leadership.
Other
- Bachelor’s degree in Computer Science, Data Engineering, or related field.
- 4–6 years of experience in platform development, data engineering, or analytics.
- Systems thinker with a passion for solving complex data challenges.
- Comfortable working in ambiguous environments with evolving requirements.
- Strong communication skills and ability to collaborate across technical and non-technical teams.
- Experience executing multi-faceted programs and meeting client deliverables.
- 0-20% travel
