Contact Center Architect – CallMiner
RemoteSt. Louis, Missouri, United States
Job Summary
Lead the architecture, design, and implementation of CallMiner solutions across enterprise contact center environments, defining end-to-end interaction analytics strategy for voice, chat, email, and omnichannel data sources. Integrate CallMiner with platforms like Genesys, NICE, and Amazon Connect while designing scalable ingestion pipelines and data models for large-volume contact center data. Partner with business, QA, compliance, and operations teams to define use cases, categories, and KPIs, establishing best practices for configuration, tuning, and model optimization. Lead upgrades, migrations, and performance initiatives while ensuring adherence to regulatory and data governance standards. Provide technical leadership and mentorship to delivery teams, acting as a trusted advisor in client-facing discussions.
Required Qualifications
- 8+ years of experience in Contact Center technologies
- at least 3+ years specializing in CallMiner
- Deep hands-on expertise with CallMiner Eureka
- Strong understanding of speech analytics
- Strong understanding of NLP concepts
- Strong understanding of quality management
- Experience integrating CallMiner with leading contact center platforms
- Experience integrating CallMiner with CRM systems
- Proven experience designing enterprise-scale architectures for interaction analytics
- Strong communication and stakeholder management skills
- consulting experience
- leadership experience
- Experience working in Agile or hybrid delivery models
Desired Qualifications
- Experience in regulated industries such as Healthcare, Financial Services, or Life Sciences
- Familiarity with cloud platforms (AWS, Azure, or GCP)
- Experience with data analytics
- Experience with BI tools
- Experience with data engineering concepts
- CallMiner certifications
- formal CallMiner implementation experience
- Exposure to workforce optimization (WFO)
- Exposure to QA use cases
- Exposure to compliance use cases
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