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Latam Technology Consultant

hace 3 meses

Ciudad de México, Ciudad de México Qualtrics A tiempo completo

The Qualtrics XM Platform is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can't imagine living without.


Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good.

A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it.

You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness.

All so you can do the best work of your career.

We believe every interaction is an opportunity. Are we yours?

Latam Technology Consultant, Voice - XM Discovery:

Why We Have This Role:

XM Discover provides a deep understanding of customers and employees by evaluating the actual words they use.

The industry's leading AI-powered speech and text analytics engine analyzes all feedback and conversations at scale to reveal topics, perception of effort, emotion, empathy, sentiment, reasons for actions, intent, and more.

Insights from XM Discover are used to build a more holistic experience management (XM) strategy and stronger relationships with employees and customers as a result.

Part of this team works in voice-to-text (automated transcription) integrations, which require a special level of attention.

How You'll Find Success:

You will know you are doing a great job when you:

  • Successfully implement projects focused on voice-to-text technology, driving them from inception to production go-live
  • Deliver solutions of value to our customers, ultimately resulting in high renewal and expansion rates
  • Build strong, lasting relationships with clients and are a creative and analytical problemsolver
  • Exhibit the ability to effectively juggle multiple priorities
  • Demonstrate outstanding interpersonal, collaboration, and communication skills
  • Most importantly, you care deeply about our clients and providing them with a worldclass experience

How You'll Grow:

You will be joining a fast-growing, highly-motivated team with a targeted area of focus (voice-to-text solutions) but one that has a considerable impact on the business and many opportunities to evolve, such as the following:

  • Hands-on experience with emerging technologies, including Automated Speech Recognition (ASR) and a spectrum of Cloud-based solutions
  • Exposure to the latest thought leadership in the XM industry
  • Opportunities to own and drive initiatives and strategic projects, such as the adoption of new product features
  • Opportunities to demonstrate leadership, mentoring, and knowledge sharing across the organization
  • Avenues to pursue continuous learning and acquisition of new skills in technology, management, and personal growth

Things You'll Do:

  • Rapidly become an expert on the Qualtrics Experience Management (XM) Platform and the Qualtrics voicetotext solution.
  • Take ownership of and oversee a portfolio of accounts.
  • Lead implementation projects to completion, including management of client relationships, schedule, risks, issues, and resources.
  • Coordinate and collaborate with the Engagement Manager and other members of the internal account team.
  • Understand the client's key use cases and determine how they influence the technical requirements.
  • Design the technical solution based around delivery of audio files from the contact center, processing them through the transcription engine, refining the metadata and transcript output, and loading the data into the Qualtrics XM Platform for analysis.
  • Collaborate with engineering teams to build, test, and deploy the solution into production.
  • Contribute to the team's body of knowledge, including lessons learned, best practices, and guidance materials.
  • Collaborate with Product Management, Engineering, Services, and Operations teams to address implementation issues and resolve problems.
  • Continuously adapt and deepen your product knowledge while staying updated on emerging technologies.

What We're Looking For On Your:

  • 4-6 years of experience at a SaaS/Technology Company/ Contact Center
  • Bachelor's degree or greater
  • Expertise with project management and delivery of technical solutions that drive business value
  • Experience in a customerfacing consultative role
  • Fluency in the language of technology, though coding, engineering, or voicetotext experience is
    _not_ required
  • Excellence in written and verbal communication, problemsolving, and working in a rapidly changing environment
  • Want to work at a fastgrowing tech company
  • Fluency in English

What You Should Know About This Team:

  • We are part of one of the most dynamic gro