Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

Prompt Engineering SQL (Programming Language) Python (Programming Language) Speech Analytics Escalation Management Image Resolution Data Visualization Knowledge Management Root Cause Analysis Customer Data Management +7 more

Other Skills

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Collaboration
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Communication
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Persuasive Communication
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Analytical Thinking
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Problem Solving

Roles & Responsibilities

5-8+ years of experience in analytics, applied science, decision science, or CX analytics roles
Hands-on working knowledge of SQL and Python for data exploration and analysis
Experience using LLMs or Gen-AI tools for analysis and insight generation, including writing effective prompts to summarize, cluster, and extract patterns from data
Proven ability to communicate complex findings in clear, decision-oriented narratives

Requirements:

Lead conversation-level analytics across AI and human-assisted customer interactions.
Analyze resolution quality, looping behavior, escalation effectiveness, and failure patterns across clients.
Own DSAT and Voice-of-Customer root-cause analysis, linking dissatisfaction to conversation and journey issues.
Explain how prompts, knowledge sources, playbooks, and tools influence AI behavior and outcomes.

Netomi

About Netomi

Netomi helps companies deliver higher quality customer experiences at scale with AI. If customer service is not a priority, you don't have to read any further. Warner Bros, Westjet, and HP trust Netomi's AI-first customer service platform to deliver eye-popping results. Doing this all while significantly reducing cost. Netomi is building the first Relationship Operating System and its three main benefits for companies are: - Industry-leading resolution rates (automatically resolves 80% of routine customer service inquiries) - Improved resolution time - Increased customer satisfaction and support quality People love our patented, no-code platform, which works across messaging, chat, email and voice. The platform also understands 100+ languages - ¡Qué bueno! Netomi is based in San Francisco and has offices in Toronto, New York, and India. Want to work from your home office? We have remote options as well! We can't hire fast enough, join this incredible team today!

Company type: Scaleup

Founded: 2018

Company size: 51 - 200

Website LinkedIn See all jobs →

Job description

About the Company:

Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.

Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us!

About the Role

Own deep analysis of agentic, multi-turn AI conversations to explain customer behavior, identify failure patterns, and influence AI and operational decisions for enterprise customers.
This role focuses on understanding how and why conversations succeed or break, and translating those learnings into actionable insights that reduce customer friction and improve outcomes.

Responsibilities

Lead conversation-level analytics across AI and human-assisted customer interactions.

Analyze resolution quality, looping behavior, escalation effectiveness, and failure patterns across clients.

Identify recurring patterns that help clients reduce customer friction, confusion, and repeat contacts.

Own DSAT and Voice-of-Customer root-cause analysis, linking dissatisfaction to conversation and journey issues.

Explain how prompts, knowledge sources, playbooks, and tools influence AI behavior and outcomes.

Produce decision-grade insights and recommendations that guide AI optimization and product improvements.

Identify systemic patterns across clients, use cases, and channels, not just account-specific issues.

Act as a subject-matter expert for conversational AI analytics within Customer Success and partner teams.

Requirements

5–8+ years of experience in analytics, applied science, decision science, or CX analytics roles

Strong experience analyzing conversational, customer support, or interaction-level data

Hands-on working knowledge of SQL and Python for data exploration and analysis

Experience using LLMs or Gen-AI tools for analysis and insight generation, including writing effective prompts to summarize, cluster, and extract patterns from data

Ability to create basic dashboards or visualizations to communicate findings effectively

Strong understanding of conversation quality, DSAT drivers, and CX performance metrics

Experience working with enterprise-scale customers, platforms, or complex support environments

Proven ability to communicate complex findings in clear, decision-oriented narratives

Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

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