Contact Center Intelligence AnalystAbout CallAnalyze.ai
CallAnalyze.ai is building the future of AI-powered conversation intelligence.
Our platform helps contact centers, law firms, insurance companies, home service providers, and customer-facing organizations automatically analyze conversations using artificial intelligence. From quality assurance and compliance monitoring to agent coaching and performance analytics, we help businesses turn every conversation into actionable insights.
Having analyzed over 100,000 customer conversations, we're building AI that helps organizations understand what's happening across their contact center and make better decisions faster.
We're looking for a Contact Center Intelligence Analyst to help improve our AI models, uncover operational insights, and help customers maximize the value of every conversation.
Role Description
This is a remote contract position.
As a Contact Center Intelligence Analyst, you'll work with AI-generated insights, customer conversations, and operational data to identify trends, validate AI outputs, and improve how organizations manage their contact centers.
You'll collaborate closely with engineering, product, and customer success teams to ensure our AI delivers accurate, actionable insights that improve agent performance, customer experience, and operational efficiency.
This role is ideal for someone who enjoys analytics, emerging AI technologies, and solving real business problems.
Responsibilities
Analyze customer conversations using AI-powered tools
Review AI-generated summaries, scorecards, and conversation insights
Identify trends impacting agent performance and customer experience
Validate AI-generated quality assurance and compliance evaluations
Assist with configuring customer-specific scorecards and evaluation criteria
Test new AI features, prompts, and reporting capabilities
Identify coaching opportunities across teams and campaigns
Document bugs, edge cases, and product improvement ideas
Collaborate with engineering to improve AI accuracy and platform performance
Help develop best practices for AI-powered contact center analytics
Industries You'll Support
Contact Centers
Business Process Outsourcing (BPO)
Personal Injury
Insurance
Home Services
Customer Service
Sales Organizations
Qualifications
Strong analytical and problem-solving skills
Excellent written and verbal communication
High attention to detail
Comfortable working with AI-powered software and analytics platforms
Ability to identify trends and turn data into actionable insights
Strong organizational skills
Self-motivated and able to work independently in a remote environment
Preferred Experience
Experience in one or more of the following is a plus:
Contact Center Operations
Quality Assurance (QA)
Customer Experience (CX)
Conversation Intelligence
Speech Analytics
Business Analysis
Data Analysis
Compliance
Process Improvement
AI Evaluation
Operations Analytics
What Success Looks Like
Successful Contact Center Intelligence Analysts will:
Improve the quality and accuracy of AI-generated conversation insights
Help customers identify coaching and performance opportunities
Discover trends that improve operational efficiency
Contribute to new AI-powered features and reporting capabilities
Help organizations better understand every customer interaction through data
Why Join CallAnalyze.ai?
Fully remote
Flexible schedule
Work directly with the founders
Help build one of the fastest-growing AI conversation intelligence platforms
Gain hands-on experience with artificial intelligence, conversation analytics, and customer intelligence
Work with organizations across multiple industries using cutting-edge AI technology
Make a measurable impact by helping businesses improve customer conversations and contact center performance
If you're passionate about AI, analytics, customer experience, and helping organizations unlock the full value of their customer conversations, we'd love to hear from you.t Praise The Lord!

Contact Center Intelligence Analyst

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