Speech Analytics Administrator in Tampa, FL at Vaco

Date Posted: 11/20/2020

Job Snapshot

Job Description

The Speech Analytics Administrator position is responsible for the 24/7 support and maintenance of OpenText Speech Analytics infrastructure, with secondary responsibilities to assist with Contact Center Systems in a VoIP/SIP environment. This hands-on position will be required to provide technical support and engineering services, and work closely with cross functional IT and Operational groups, specifically Compliance.


  • ideal candidate will have a unique combination of technical competency and business facing skills. Employee will be a hands-on self-starter with strong communication skills and will work with diverse groups and vendors in a growing company. Must be able to maintain work efficiently and respond to a changing environment. The candidate must analyze outcomes, and adjust strategies and tactics in situations where current approaches are ineffective. The candidate must be able to work with multiple project teams simultaneously and thrive in fast-paced, dynamic environment.

  • Primary Duties and Responsibilities

    • Responsible for support, maintenance, configuration, administration, monitoring, and capacity planning, tuning, and troubleshooting of OpenText Speech Analytics.
    • Provides operational and reporting support to departments using Open Text including Compliance.
    • Answers OpenText Speech Analytics support tickets to research, resolve, and respond to questions received via Heat ticketing system, telephone calls, email, in a timely manner, in accordance with current standards and SLA's with a high degree of customer service, technical expertise, and timeliness.
    • Create and maintain accurate documentation of Speech Analytics systems, equipment and procedures and ensure updates are performed as needed.
    • Support production Speech Analytics and Telecom change activities in accordance with the IT Change Management process.
    • Provide feedback for potential design changes, identify opportunities to gain efficiencies and / or improved delivery of service thru process automation and self-service applications.
    • Analyze unstructured data between advisor's and student interactions to uncover trends.
    • Uses data to discover actionable business insights.
    • Analyze and work to improve KPI's.
    • Establish and maintain baseline data for clearly established long term business goals.
    • After-hours on-call support and planned maintenance activities.
    • Work collaboratively with colleagues as a member of the Telephony and Contact Center team
    • Knowledge of support and troubleshooting of Contact Center systems infrastructure including, but not limited to, phone switch, voice mail, phones, and peripherals and services as required.
    • Demonstrates knowledge of, and carefully follows all applicable federal and state compliance requirements and regulations including those prescribed by the Department of Education, accrediting agencies, CIE, and internal UMA policies and procedures.
    • Effectively communicates compliance requirements to students and other staff as appropriate and quickly escalates any compliance concerns to the Compliance department.
    • Assist with other duties as requested.

    Education/Experience

    • At least one year of Contact Center experience supporting and administering a speech analytics solution. Required.
    • Knowledge of Analysis Services, Integration Services, and Reporting Services. Required.
    • Knowledge and understanding of Windows server operating systems and Windows desktop. Required.
    • Ability to analyze and solve common and semi-complex IT problems through reasoning, troubleshooting and innovative thinking. Required.
    • Bachelor Degree in Computer science or equivalent experience. Preferred.
    • Organizational skills requiring the balancing of many projects and tasks. Required.
    • Ability to communicate, both orally and in writing, with all levels of management and vendors. Required.
    • Ability to convey technical concepts in a non-technical manner. Required.
    • Willingness to learn and ability to adjust to changes quickly. Required.
    • High sense of ownership of the problems and requests assigned with a customer service mindset. Required.
    • At least one year of experience with any of the following Contact Center technologies or applications is desired: ACD / Dialer / IVR / Workforce Management, and Interactive Intelligence certifications. Preferred.