Speech Analytics Administrator

Job Summary

Supporting the administration and configuration of the organization's Conversation Intelligence platform, the full-time Speech Analytics Administrator will manage system components, assist with enhancements, and ensure effective platform performance in a remote environment.

Key responsibilities

• Administer the Cresta platform, including user setup, access management, and basic system configuration
• Build and maintain speech analytics components such as Blocks, Rules, Scorecards, and dashboards
• Monitor data quality and system performance, validating outputs and troubleshooting issues

Required qualifications

• Bachelor's degree in business, technology, or related field, or equivalent experience
• 2+ years of experience administering or configuring speech/conversation analytics platforms, preferably Cresta
• Experience with platform configuration, taxonomy design, or system administration
• 3-5 years of experience in Contact Center, QA, Compliance, or Operations within a regulated environment
• Familiarity with call center technologies and speech analytics platforms