Operational Analyst - Verint Analytics & Performance Configuration

Gainwell Technologies LLC•Any city, OH

21h•$51,700 - $73,800•Remote

About The Position

Support the execution and optimization of enterprise Verint Performance Management and Speech & Text Analytics capabilities within the Performance Enablement Organization (PEO). Translate business, operational, and performance requirements into clear, governed system configurations. Partner with Product Experience Owners (PXOs), operational leaders, reporting, enablement, and technology teams to ensure analytics and performance insights are accurate, consistent, and actionable. Focus on configuration and operational alignment, not QA scoring execution, report ownership, or training delivery.

Requirements

Bachelor’s degree in Business Administration, Information Systems, Operations, Analytics, related field, or equivalent experience
1–3 years of experience in operations analysis, analytics support, performance management, or CX/WFO platform roles
Exposure to omnichannel and back office environments and performance measurement practices
Experience configuring or supporting enterprise CX/WFO platforms (Verint strongly preferred)
Experience supporting system implementations, enhancements, or migrations

Responsibilities

Configure KPIs, scorecards, performance hierarchies, and dashboards within Verint Performance Management.
Support configuration and maintenance of Speech & Text Analytics categories, rules, tagging structures, and taxonomies.
Translate metric definitions and analytic requirements into system configuration.
Gather, analyze, and document detailed business and functional requirements.
Strong documentation discipline (configuration notes, metric definitions, governance artifacts).
Analytical mindset with strong attention to detail and follow through.
Support enterprise governance standards for configuration, naming conventions, versioning, and change management.
Participate in functional and regression testing for performance and analytics configurations.
Maintain documentation to support auditability, knowledge transfer, and reduced single point dependency.
Partner with operational leaders to understand performance and insight needs.
Work closely with PXOs, reporting and quality teams, enablement partners, and technology teams.
Operate effectively in an agile, matrix-based environment.