Sr. Product Delivery Specialist (Sr. Business Analyst)

Key Skills

Aartificial intelligence, Business Analytics, Business Intelligence, Data Analysis, Effective communication skills, Microsoft-Excel, Powerpoint, Presentation skills, Product Analytics, Tableau

Job Description

Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data. 

As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees.

Primary Responsibilities

Elicits, analyzes, specifies, and implements the business needs of customers using Uniphore suite of products in Conversation AI.

Produce functional specs/requirements documentation, stories, test specifications etc.

Listen to call, read transcripts and understand business context to define and configure analytics categories that addresses business use cases.

Development and testing of dashboards based on requirements of various stakeholders within the Customer organization

Iteratively evolve the solution through tuning/addition of keywords, phrases, business rules and enhancement of analytics models

Analyze output generated and provide recommendations on insights observed. Conduct Root cause analysis and suggest recommendations.

Foster a positive environment that allows team to flourish & innovate

Influence and contribute to Uniphore’s product roadmap based on field / customer inputs.

Experience And Qualification

Exp: 3 - 6 years

Master / bachelor’s degree in business administration, Computer Science or in a related discipline is required.

Mandatory Skills

Require strong analytical skills, methodical thinking, and ability to define problems and frame solutions.

Contact Center Experience: Working knowledge in contact center operations/ products and business processes.

Conversational product knowledge, CX, Analytical, AI tunning & DLM (Domain Language Model)

Experience in working directly with clients on Contact Center Analytics use cases. Should have worked on use cases related to Agent performance, sales, collections, customer experience etc. for business verticals (Industry domain) such as Telecoms & BFSI.

Experience in data analysis, business analytics, business intelligence Tools and Methodologies

Proficiency with PowerPoint, MS Word and Excel

Excellent communication, presentation (both oral and written) and influencing skills.

Nice to have

Hands on experience on audit and quality monitoring process in contact centers

Experience on Tableau Reporting

Experience in building predictive, prescriptive, and cognitive models is good to have.

Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

For more information on how Uniphore uses AI to unify—and humanize—every enterprise experience, please visit www.uniphore.com.