Speech & Text Analytics Engineer

eBay•Austin, TX

1d•$98,000 - $173,600•Remote

About The Position

The Customer Experience and Contact Center Technology team helps eBay better understand and improve customer interactions across voice and digital channels. This team partners closely with operations, business collaborators, analytics, QA, engineering, privacy, and external vendors to turn customer conversation data into insights that improve service quality, operational efficiency, and the overall customer experience. We are looking for a hands-on Speech and Text Analytics Engineering Specialist to own the design, configuration, development of pipelines using APIs, validation, and developing tools using AI technologies to optimize interaction analytics solutions across voice, chat, email, and survey channels. In this role, you will help shape how customer interaction data is captured, analyzed, governed, and translated into meaningful business outcomes. You will serve as a key connector between business and technical teams, helping deliver scalable analytics capabilities and technology-enabled customer engagement improvements.

Requirements

Proven track record with 5+ years experience in speech analytics, text analytics, contact center analytics, or a related customer interaction analytics environment.
Experience with speech and text analytics platforms and contact center technologies such as Genesys Cloud, CallMiner, or similar tools, including analysis of voice and digital interactions.
Strong Python skills with hands-on experience in SAST and DAST, Node js, Claude Code, LLMs and ML engines on Linux platform, SQL, and reporting/dashboarding tools.
Proficient in data analysis, with demonstrable experience of REST and vendor-specific APIs, JSON, ETL workflows, and data warehousing concepts.
Ability to configure, test, and validate analytics solutions, applying a structured approach to fixing issues, quality engineering, and performance optimization, including the use of AIOps within DevOps/SRE practices.
Strong multi-functional communication and project coordination skills, with the ability to translate business needs into technical requirements, release plans, and clear documentation.

Nice To Haves

Degree in Computer Science, Information Technology, Data Analytics, or a related field, or equivalent practical experience.
Genesys Cloud certifications and mentoring experience are a plus.

Responsibilities

Design and build API-based tools and data pipelines to migrate data between environments, integrate with the DevOps and SRE team to supervise the tools in the production
Work with security team to perform SAST and DAST
Partner with Quality Engineering team to resolve issues and validate end-to-end interaction analytics solutions, and develop reporting layers that enable scalable, reliable decision-making.
Deliver actionable insights from customer interactions across voice and digital channels, helping improve customer experience, contact center performance, and operational efficiency.
Optimize speech and text analytics models, categories, dictionaries, and behavioral frameworks to improve insight quality, analytics recall, and business value.
Build tools using APIs and AI to analyze and help improve the models.
Partner across operations, business, BI, QA, engineering, privacy, and vendor teams to translate use cases into technical requirements, delivery plans, dashboards, and measurable outcomes.
Strengthen governance and sustainability of the analytics environment by maintaining user documentation, supporting release processes, and helping implement privacy, redaction, and access controls for customer interaction data.