Title : Integration Manager - Call Miner

Mode of Work : Onsite or Remote

Shift timings : US shifts (flexibility is a must)

DOJ : Immediate

Job Description : Call Miner Integration Manager

Role Overview :

The Call Miner Integration Manager is responsible for owning the end-to-end technical integration of Call Miner's speech analytics platform within client environments.

This role serves as the primary technical liaison across multiple stakeholders, managing complex data pipelines, system configurations, and integration architecture.

The position demands deep technical expertise in integration patterns, data engineering, and Call Miner platform administration, combined with strong project coordination and stakeholder management capabilities.

Primary Responsibilities :

Integration Architecture and Design :

- Own end-to-end technical discovery and requirements gathering to design and operationalize seamless
client-to-Call Miner speech analytics data pipelines

- Define integration patterns and architecture that ensure scalable, reliable data flow between source systems and Call Miner platform

- Assess source systems, analyze technical capabilities, and identify integration points and dependencies

- Map complex data structures across disparate systems to ensure accurate data translation and transformation

- Document comprehensive technical specifications, integration workflows, and system architecture diagrams

- Design data ingestion strategies that optimize performance, reliability, and data quality

Stakeholder Management and Coordination :

- Serve as the single point of contact for all Call Miner integration communications across Call Miner, Etech, and client organizations

- Coordinate cross-functional stakeholders including technical teams, business units, and leadership across multiple organizations

- Manage dependencies, timelines, and deliverables across integration project lifecycle

- Facilitate requirements gathering sessions, technical design reviews, and stakeholder alignment meetings

- Communicate technical concepts to non-technical stakeholders with clarity and appropriate context

- Provide regular status updates, risk assessments, and project progress reports to all stakeholders

Platform Configuration and Administration :

- Configure, optimize, and maintain client-dedicated Call Miner instances to meet specific business requirements

- Implement source system mapping to ensure accurate data route and processing

- Configure data ingestion pipelines including scheduling, error handling, and data validation rules

- Manage metadata structures, taxonomies, and data classification schemes within Call Miner platform

- Configure hierarchy mapping to align organizational structures with Call Miner's reporting capabilities

- Perform ongoing system tuning to optimize performance, resource utilization, and processing efficiency

- Implement security configurations, access controls, and data governance policies

Technical Support and Issue Resolution :

- Act as primary technical support owner for integration, data flow, and overall Call Miner instance readiness

- Proactively monitor system health, data pipeline status, and integration performance metrics

- Troubleshoot and resolve data quality issues, transformation errors, and data validation failures

- Diagnose and remediate performance bottlenecks and system latency issues

- Address connectivity issues between source systems and Call Miner platform

- Implement root cause analysis for recurring issues and develop preventive solutions

- Maintain incident documentation and knowledge base for common integration issues

Quality Assurance and Continuous Improvement :

- Monitor data quality metrics to ensure accuracy, completeness, and consistency of ingested data

- Track pipeline reliability metrics including uptime, processing success rates, and error frequencies

- Assess system performance against established SLAs and performance benchmarks

- Identify opportunities for optimization in data processing, system configuration, and integration workflows

- Recommend and implement continuous improvements to enhance reliability, performance, and user experience

- Conduct regular health checks and preventive maintenance activities

- Document best practices and standardize integration procedures across client implementations

Documentation and Knowledge Management :

- Create and maintain comprehensive technical documentation including system architecture, data flow diagrams, and configuration guides

- Document integration patterns, standard operating procedures, and troubleshooting guides

- Maintain data dictionaries, field mapping documents, and metadata specifications

- Develop runbooks for common operational tasks and incident response procedures

- Create knowledge transfer materials for client teams and internal stakeholders

Required Qualifications :

Education and Experience :

- Bachelor's degree in computer science, Information Technology, Engineering, or related technical field

- Minimum 3-5 years of experience in system integration, data engineering, or technical implementation roles

- At least 2 years of hands-on experience with CallMiner platform administration, configuration, and integration

- Proven track record of managing complex technical integrations across multiple organizations and stakeholder groups

- Experience with enterprise speech analytics or contact center technology platforms

- Demonstrated experience in project coordination and technical stakeholder management

Technical Skills :

- Deep expertise in CallMiner platform architecture, data models, and configuration capabilities

- Strong understanding of integration patterns including API integrations, file transfers, database connections, and streaming data pipelines

- Proficiency in data transformation, ETL/ELT processes, and data pipeline orchestration

- Experience with SQL, database systems, and data querying for troubleshooting and validation

- Knowledge of RESTful APIs, web services, and integration middleware platforms

- Familiarity with contact center platforms and telephony systems (e.g., Genesys, Avaya, Cisco, Five9)

- Understanding of data formats including JSON, XML, CSV, and audio file formats

- Experience with cloud platforms (AWS, Azure, GCP) and cloud-based integration tools is preferred

- Knowledge of scripting languages (Python, PowerShell, Bash) for automation is a plus

Core Competencies :

- Exceptional problem-solving skills with ability to diagnose complex technical issues across distributed systems

- Strong analytical thinking with attention to detail in data validation and quality assurance

- Excellent organizational skills with ability to manage multiple concurrent integration projects

- Proactive mindset with ability to anticipate issues and implement preventive measures

- Self-motivated with capacity to work independently and drive initiatives to completion

- Strong sense of ownership and accountability for technical deliverables

- Ability to work under pressure and manage competing priorities in fast-paced environments

- Understanding of data security, privacy regulations, and compliance requirements

Communication and Interpersonal Skills :

- Excellent verbal and written communication skills for technical and non-technical audiences

- Ability to translate complex technical concepts into business-friendly language

- Strong stakeholder management skills with experience coordinating across multiple organizations

- Diplomatic approach to conflict resolution and managing competing stakeholder interests

- Experience presenting technical solutions, project updates, and recommendations to leadership

- Collaborative mindset with ability to build strong working relationships across teams

- Active listening skills to understand requirements and concerns from diverse stakeholders

Project Management Capabilities :

- Experience managing technical projects from discovery through implementation and stabilization

- Ability to develop project plans, timelines, and resource allocation strategies

- Risk identification and mitigation planning capabilities

- Dependency management across complex multi-party integrations

- Familiarity with Agile, Waterfall, or hybrid project methodologies

Work Environment and Physical Requirements :

This role operates in a technical environment requiring extensive collaboration with remote teams and clients.

The position may require flexible working hours to accommodate different time zones and urgent technical support needs.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job :

- Extended periods of computer use for data analysis and report generation

- Employees are regularly required to stand, talk, and hear

- Employees frequently are required to walk and use hands to finger, handle, or feel

- Employees are occasionally required to sit; reach with hands and arms; and stoop, kneel, or crouch

- Ability to communicate clearly in meetings and presentations

- Standard office mobility including sitting, standing, and occasional movement between workstations

Vision Requirements :

- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus for reviewing data, reports, and dashboard displays.

Work Environment :

- Employees regularly work in inside environmental conditions

- The noise level in the work environment is usually moderate

Key Performance Areas :

Success in this role is measured through :

- Quality and accuracy of analytical outputs and recommendations

- Timeliness of delivery report and responsiveness to stakeholder requests

- Platform configuration accuracy and optimization effectiveness

- Stakeholder satisfaction with insights and communication clarity

- Contribution to measurable improvements in operational KPIs and quality metrics

- Ability to identify actionable trends that drive business value

Required Documentation :

- Valid driver's license or other government-issued photo ID

Additional Information :

The ideal candidate demonstrates a combination of technical expertise with Call Miner or similar speech analytics platforms, strong analytical thinking, and the ability to communicate effectively across organizational levels.

This role requires balancing detailed technical work with strategic thinking to ensure analytics efforts align with business objectives and drive operational improvements.

The successful candidate will serve as a bridge between raw conversational data and actionable business intelligence, contributing directly to enhanced customer experience and operational excellence.