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Capacity is an AI-powered support automation platform that helps teams automate customer support and business processes across omnichannel environments. The company has raised over $100 million and serves enterprise customers looking to grow revenue, reduce costs, and improve customer and employee satisfaction.
The Speech Analytics Analyst role partners directly with customers to uncover critical business drivers and translate them into actionable solutions. You will leverage and configure Capacity's speech analytics platform to drive insights across customer care, sales, quality, compliance, operations, and marketing functions. The position is responsible for determining what call events—keywords, phrases, and patterns—to train the software to recognize as structured data that supports analytics and business goals.
Key responsibilities include:
- Using a curious and intuitive approach to identify call events and linguistic patterns that align with customer business objectives
- Configuring the speech analytics platform to extract meaningful insights from customer interactions
- Providing voice-of-customer intelligence that informs product improvements and customer strategy
- Collaborating with customers across multiple departments to understand their unique use cases
- Contributing to the continuous improvement of Capacity's customer engagement model
- Helping shape best-in-class AI solutions in the customer experience landscape
This is an individual contributor role focused on technical configuration, customer partnership, and data-driven problem solving. You'll work at the intersection of AI technology and customer success, translating complex speech data into business value.
