Job Description

Level: Experienced
Job Location: Southington Office - Southington, CT 06489
Salary Range: $80,000.00 - $100,000.00 Salary/yearConversational Intelligence Analyst
A conversational intelligence analyst evaluates customer and agent omni channel interactions using AI and natural language processing to extract intent, sentiment, and behavioral trends that drive business strategy, product development, and operational performance.
We are seeking a data-driven and analytical Conversational Intelligence Analyst to join our innovations team.
In this role, you will uncover actionable insights regarding customer sentiment, operational bottlenecks, and compliance trends. Your findings will directly influence product development, marketing strategies, and customer experience (CX) optimization.
**This is a remote position, but if you live within driving distance of one of our locations, you may be required to come into the office on occasion. This will be discussed with candidates that this applies to.**
Key Responsibilities
- Data Synthesis: Extract, clean, and organize unstructured conversation logs into structured data frameworks.
- Insight Generation: Track specific customer pain points, competitor mentions, and product feature feedback using NLP queries.
- Dashboard Design: Create, maintain, and automate operational dashboards in BI tools (e.g., Tableau, Power BI) to display key performance indicators (KPIs) like customer satisfaction (CSAT) and script adherence.
- Cross-Functional Collaboration: Partner closely with Customer Support, Product, and Quality Assurance teams to turn conversational data into specific workflow improvements.
- Model Optimization: Train, refine, and maintain the accuracy of speech-to-text categorization models and automated sentiment rules.
Core Responsibilities
- Data Mining & Transcription: Convert large volumes of unstructured audio and text logs into clean, searchable data Including creating flags/tags based on search criteria and questions from client teams.
- Sentiment & Intent Tracking: Identify emotional shifts, customer pain points, and competitor mentions.
- Dashboard & Report Building: Design operational reporting (often via tools like Tableau/PowerBI) to visualize metrics like script adherence and customer satisfaction (CSAT).
- Process Optimization: Partner with operations and product teams to translate conversation trends into actionable business changes.
Key Tools & Technologies
- Speech-to-Text & NLP Engines: Systems like CallMiner
- Data Visualization: Advanced SQL and BI tools like Tableau or PowerBI.
- CX Platforms: Enterprise analytics suites from vendors like Medallia or Genesys
- AI Prompting: Ability to leverage syntax and AI assistants to create prompts.

Required Qualifications
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Experience: 2–5 years of experience in data analytics, customer experience analytics, or business intelligence.
- Technical Skills: Strong proficiency in SQL and experience building visualizations in Tableau or Power BI.
- Platform Knowledge: Experience with speech/text analytics engines (e.g. CallMiner, Medallia, et al).
- Communication: Ability to translate complex, quantitative datasets into clear, narrative-driven business recommendations for non-technical leadership.
Must be authorized to work in the US - No sponsorship available at this time.
EEO Statement:
ACC Premiere is an equal-opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, ancestry, age, disability, veteran status, or any other status legally protected by federal, state, or local law.