Voice Analytics Team Lead: AI-Driven Customer Insights

Edward Jones; Tempe (AZ); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical and prescription drug benefits

Dental benefits

Vision benefits

401k retirement plan

Paid holidays

Job summary

Edward Jones is seeking a Team Leader of Voice Analytics in Tempe, AZ, to lead a team of analytics professionals focused on transforming contact center data into actionable insights.

You will oversee data integration, insight generation, and recommendations to improve client experiences, routing, and self-service containment, while coordinating with senior leaders and partner teams across time zones.

Qualifications

• Minimum five years’ experience in software development.
• Lead Agile teams (8–10 members); mentor team members, review code, and drive best practices.
• Define architecture, standards, and lead technical decisions.
• Proven problem-solving, communication, ownership, and cross-team collaboration.
• Proven people leadership experience leading analytics or contact center technology teams.
• Excellent analytical thinking and presentation skills.
• Ability to influence without direct authority across multiple stakeholder groups.

Responsibilities

• Lead the analytics lifecycle from data acquisition to value realization for contact center and customer interactions.
• Set vision for analytics, customer interaction intelligence, and AI-driven service optimization.
• Provide leadership during high-impact incidents; remove blockers and manage escalations.
• Manage a high-performing, multi-time-zone team with coaching and performance reviews.
• Establish Agile roadmaps, backlogs, and iterative delivery.
• Foster curiosity, experimentation, accountability, and continuous improvement.

Skills

Lead Agile teams

Data analytics

Communication

Architectural decisions

Mentoring

Stakeholder management

Education

Bachelor’s degree in related field

Advanced degree a plus

Tools

NiCE CXone Empower

NIA (NiCE Interaction Analytics)

Speech Analytics

Quality Management

Salesforce

ServiceNow

Job description

Edward Jones is seeking a Team Leader of Voice Analytics in Tempe, AZ, to lead a team of analytics professionals focused on transforming contact center data into actionable insights.

You will oversee data integration, insight generation, and recommendations to improve client experiences, routing, and self-service containment, while coordinating with senior leaders and partner teams across time zones.