Sr. Manager, Speech & Natural Language Analytics

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Full Time Colorado Springs, Colorado Posted 01/20/2022 Business unit: Customer Operations Areas of interest: IT Management/Project Management, Product Requisition Number: 301701BR-2 MPD633
The Sr. Manager of Speech & Natural Language Analytics provides oversight and leadership to develop the next generation of Speech Analytics. This individual will design the strategy for augmenting existing speech analytics technologies. By bringing expert knowledge of Natural Language Processing (NLP) and cloud based environments this individual will implement a go-to-market strategy and drive the design of a scalable infrastructure, bringing transcript based analytical services across more than 150M calls per year.

A successful candidate will have an established background in developing customer-facing experiences, a strong technical ability, excellent project management skills, great communication skills, and a motivation to achieve results in a fast-paced environment.

Responsible for designing collaborative and scalable infrastructure models, teaching and contributing to meaningful testing, and driving integration of newer technologies with existing speech capabilities.

Partner with internal groups such as telephony operations, data science, technology operations, and other teams to successfully design, build, and measure use cases.

Lead the build and evolution of an NLP engine through research, engineering, testing.
Design and implement cloud based architectures and distributed systems design, while utilizing message brokers and mastering serverless and container architectures.
Wrangle data and create custom visualizations through the use of SQL, NoSQL, Tableau/Microstrategy, Python, JavaScript frameworks, and C/C++
Understand and develop a strategy for leveraging (ML) machine learning to enable sentiment analysis and build solutions for identification of disposition over 150M calls annually
Promote and facilitate engagement with the open-source and inner-source community, other technology teams, and relevant communities of practice (e.g., DS, Python)
Evaluate products such as Amazon Transcribe, Comprehend, and other alternatives to create roadmaps for forward-looking capabilities and implementation
Responsible for the definition and delivery of Product usage reporting including: metrics definition, data visualizations, and ETL requirements

Train organization and evangelizes tools to ensure consistency / accuracy and builds organizational capability for self-serve data retrieval and analysis to scale actionable insights

Deliver results while performing within an Agile methodology

Evaluate customer end-to-end journey and experience

Present data and insights at relevant forums

Perform other duties as requested

Skills/Abilities and Knowledge
  • Experience leading teams of data analysts and data scientists
  • Strong ability to analyze, interpret and present data
  • Strong skills with SQL
  • Great understanding of design and implementation practices in Tableau desktop and server
  • Knowledgeable of Agile development methodologies
  • Strong understanding of advanced analytics processes and reporting design principles
  • Track record of managing complex and diverse projects
  • Strong business acumen and sense of urgency to achieve business results
  • Ability to communicate complex technical concepts to all levels of an organization to aid in decision-making
  • A proven track record in managing development within a variety of technology stacks
  • Good working knowledge of development strategies, project management and business and technical consultancy
  • Ability to adapt, learn and continue to expand in Cable and IP product and system knowledge
  • Previous success in management of peer groups, to achieve team objectives
  • Proven track record for strong problem resolution techniques, ability to find solutions
  • Strong presentation tool skills including MS Excel and PowerPoint
  • Strong communication skills, verbal and written, for internal and external customers a must
  • Ability to balance conflicting resource demands and internal pressures with focus towards our business priorities
  • Ability to communicate effectively orally and electronically
  • Ability to make decisions and solve problems while working under pressure
  • Ability to communicate with all levels of management
  • Ability to develop, communicate and implement strategies and tactics
  • Ability to manage and deliver against several initiatives simultaneously
  • Ability to supervise and motivate others
  • Ability to prioritize and organize effectively
  • Ability to read, write, speak and understand English

Bachelor's degree in Computer Science, Engineering or related field;
Relevant Master’s degree preferred, but not required

Related Work Experience
6 + Years - Telecommunication industry leadership experience
5 + Years - Experience in a customer facing products/services environment
5 + Years - Experience working within a data platform/data analysis environment
3 - 5 Years - Managing complex projects

Office environment
Some travel required
MPD633 301701-2 301701BR

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

The pay for this position has a salary range of $107,600.00 to $191,200.00. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.

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