IAG in Australia seeks a hands-on specialist to design, govern speech analytics across NICE Nexidia, CXone, and AI, turning customer interactions into measurable improvements. You’ll build queries, taxonomies, and prompt libraries, and lead intelligent IVR initiatives while collaborating with Contact Centre, Product, and Data teams.
The role blends technical delivery with business impact, requiring robust analytics, dashboarding (Tableau/Power BI), and the ability to translate insights for