Contact Center Analytics Architect (AI Insights)

RingCentral; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Comprehensive HMO (medical and dental)

Personal Time Off Leaves

Quarterly Performance Bonus

Employee Assistance and Wellness

Job summary

RingCentral is seeking a Contact Center Expert – Business Analytics in Manila to lead analytics engagements, build dashboards, and optimize AI-driven insights. You’ll work hands-on across discovery, configuration reviews, and deliverables for complex customers, driving measurable improvements in contact center performance.

You will configure AI QM scoring, guide customers on analytics strategy, and ensure native reporting meets business needs.

Qualifications

• Minimum 5 years hands-on contact center analytics/AI insights work.
• Experience deploying and tuning AI insights in a contact center.
• Ability to design, configure, and deliver actionable analytics.
• Strong knowledge of BI tools and CCaaS reporting.

Responsibilities

• Engage as pull-in specialist for dashboards and insights.
• Lead time-bound discovery sessions, reviews, and written findings.
• Understand AI QM scoring vs human scoring and calibrate.
• Explain AI-assisted QM scores to customers and stakeholders.
• Deliver findings and recommendations in written and verbal form.
• Configure ACE and optimize AI QM reporting for clients.
• Assess RingSense deployment and integration with workflows.
• Evaluate agent and supervisor AI tools and escalation logic.
• Perform transcript analytics health checks and insights.
• Calibrate AI QM engagements against human benchmarks.
• Advise on conversation intelligence and BI integration strategies.
• Assess native RingCentral reporting against client needs.
• Design real-time agent dashboards and supervisor wallboards.
• Define metrics like AHT, ASA, FCR, CSAT, occupancy, utilization.
• Ensure CCaaS reporting aligns with WFM intervals.
• Provide guidance at 12-month BI integration milestones.
• Document gaps and collect SME feedback; contribute to knowledge bases.

Skills

Contact center analytics

AI insights platforms

Live agent assist tools

Transcript analytics

BI platforms

CCaaS reporting

Track record of projects

Tools

PowerBI

Tableau

Looker

Job description

RingCentral is seeking a Contact Center Expert – Business Analytics in Manila to lead analytics engagements, build dashboards, and optimize AI-driven insights. You’ll work hands-on across discovery, configuration reviews, and deliverables for complex customers, driving measurable improvements in contact center performance.

You will configure AI QM scoring, guide customers on analytics strategy, and ensure native reporting meets business needs.