AI Insights Architect - Contact Center Analytics

RingCentral

Manila

On-site

PHP 1,800,000 - 3,000,000

Full time

14 days+

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Benefits offered by this job

Comprehensive HMO

Personal Time Off Leaves

Quarterly Performance Bonus

Wellness Programs

Job summary

RingCentral is seeking a Contact Center Expert – Business Analytics in the Philippines to lead hands-on analytics engagements. You will design, configure, and troubleshoot production environments focused on dashboards, AI insights, and reporting.

You will work with RingSense, ACE, and BI platforms, delivering actionable findings to technical leads and senior stakeholders. You will guide AI QM calibration, coordinate with TSMs, and ensure data accuracy while driving customer outcomes through

Qualifications

Minimum 5 years of hands-on contact centre analytics/AI insights work.
Experience configuring RingSense, ACE, NICE Enlighten or equivalent AI conversation analytics platforms.
Direct experience with AI-assisted QM calibration, aligning AI scores with human evaluations.
Experience with BI platforms (Power BI, Tableau, Looker).
Ability to analyze transcript analytics and derive actionable recommendations.

Responsibilities

Lead technical engagements from discovery to delivery for dashboards and AI insights.
Conduct time-bound engagements including discovery sessions, configuration reviews, dashboard and reporting reviews, and written findings with actionable recommendations.
Assess RingSense deployment and calibrate auto-scoring thresholds and AI QM reporting for actionable data.
Explain AI-assisted QM scores and how to align them with human evaluations.
Deliver findings and recommendations professionally to technical leads and senior business stakeholders.
Configure ACE and optimize evaluation criteria mapping for insights.