Related skills
data analysis analytics excel amazon connect transcripts📋 Description
- Working directly in Petco’s Amazon Connect console (with required oversight)
- Conversational analytics, Auto QA, and Self-Service (chatbot, IVR, etc.)
- This may also include tuning elements of Agent-Assist within the Amazon Connect platform
- Detailed analysis of how rules are performing and continual improvement of their accuracy
- Create, update, and maintain tagging rules based on business needs and insights
- Monitor and improve conversational analytics and contact driver identification
🎯 Requirements
- 2–5 years of experience in customer experience, contact center analytics, or VoC roles
- Hands-on or working knowledge of Amazon Connect / Contact Center tools
- Manage and optimize Auto QA, Contact Lens, Agent Assist, and self-service (chatbot/IVR) within the Amazon Connect platform
- Analyze voice/chat transcripts to improve tagging accuracy, business rules, and contact drivers
- Create, update, and maintain rules to enhance conversational analytics and QA insights
- Monitor chatbot performance, reduce utterance failures, and improve containment rates
🎁 Benefits
- Insurance package
- Learning and development resources
- Growth opportunities
Meet JobCopilot: Your Personal AI Job Hunter
Automatically Apply to Data Jobs. Just set your
preferences and Job Copilot will do the rest — finding, filtering, and applying while you focus on what matters.
Help us maintain the quality of jobs posted on Empllo!
Is this position not a remote job?
Let us know!