The Sr. Manager of Speech & Natural Language Analytics provides oversight and leadership to develop the next generation of Speech Analytics. This individual will design the strategy for augmenting existing speech analytics technologies. By bringing expert knowledge of Natural Language Processing (NLP) and cloud based environments this individual will implement a go-to-market strategy and drive the design of a scalable infrastructure, bringing transcript based analytical services across more than 150M calls per year.
A successful candidate will have an established background in developing customer-facing experiences, a strong technical ability, excellent project management skills, great communication skills, and a motivation to achieve results in a fast-paced environment.
MAJOR DUTIES AND RESPONSIBILITIES
Responsible for designing collaborative and scalable infrastructure models, teaching and contributing to meaningful testing, and driving integration of newer technologies with existing speech capabilities.
Partner with internal groups such as telephony operations, data science, technology operations, and other teams to successfully design, build, and measure use cases.
Lead the build and evolution of an NLP engine through research, engineering, testing.
Design and implement cloud based architectures and distributed systems design, while utilizing message brokers and mastering serverless and container architectures.
Wrangle data and create custom visualizations through the use of SQL, NoSQL, Tableau/Microstrategy, Python, JavaScript frameworks, and C/C++
Understand and develop a strategy for leveraging (ML) machine learning to enable sentiment analysis and build solutions for identification of disposition over 150M calls annually
Promote and facilitate engagement with the open-source and inner-source community, other technology teams, and relevant communities of practice (e.g., DS, Python)
Evaluate products such as Amazon Transcribe, Comprehend, and other alternatives to create roadmaps for forward-looking capabilities and implementation
Responsible for the definition and delivery of Product usage reporting including: metrics definition, data visualizations, and ETL requirements
Train organization and evangelizes tools to ensure consistency / accuracy and builds organizational capability for self-serve data retrieval and analysis to scale actionable insights
Deliver results while performing within an Agile methodology
Evaluate customer end-to-end journey and experience
Present data and insights at relevant forums
Perform other duties as requested
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Education
Bachelor's degree in Computer Science, Engineering or related field;
Relevant Master’s degree preferred, but not required
Related Work Experience
6 + Years - Telecommunication industry leadership experience
5 + Years - Experience in a customer facing products/services environment
5 + Years - Experience working within a data platform/data analysis environment
3 - 5 Years - Managing complex projects
WORKING CONDITIONS
Office environment
Some travel required
Charter Communications, Inc., is an American telecommunications and mass media company with services branded as Charter Spectrum. With over 26 million customers in 41 states, it is the second-largest cable operator in the United States by subscribers, just behind Comcast, and third-largest pay TV operator behind Comcast and AT&T. Charter is the fifth-largest telephone provider based on number of residential lines.
Colorado Springs, CO, USA
0-2 year