CallMiner

• Lead and evolve CallMiner's global brand presence and corporate communications strategy • Shape perceptions of CallMiner across various stakeholders • Develop and execute brand strategy aligned with corporate objectives • Manage public relations strategy and execution • Oversee content development and thought leadership initiatives • Partner with creative teams to ensure consistent branding • Collaborate with cross-functional teams to drive awareness and market credibility • Build and maintain relationships with industry analysts • Oversee creation of high-impact content supporting business objectives

• Own and execute a business sales plan for existing customers across multiple industries. • Build and manage a strong pipeline through proactive value based selling efforts, marketing campaigns, and relationship development with senior decision makers. • Position CallMiner Omni Agent as a differentiated AI powered solution, articulating clear business value and ROI. • Lead the full automation sales cycle—from initial discovery and qualification through to proposal, negotiation, and close. • Stay ahead of market trends, competitive offerings, and emerging technologies within the AI agent automation space. • Collaborate closely with marketing, product, and customer success teams to deliver compelling customized demos, proposals, and customer specific value narratives. • Represent CallMiner at industry events, conferences, and partner engagements to elevate brand presence and generate new opportunities. • Maintain accurate forecasting, pipeline hygiene, and CRM discipline.

• Assist in achieving and exceeding regional sales targets across CallMiner’s analytics and automation portfolio • Develop strong relationships with prospects, customers, and partners to support successful sales engagements • Partner with Account Executives and sales leadership to develop account strategies and drive opportunities forward • Lead product demonstrations and technical presentations focused on CallMiner analytics and OmniAgent automation solutions • Demonstrate how CallMiner solutions deliver measurable business outcomes and ROI through AI, analytics, and automation • Provide pre-sales technical consultation and guidance to prospects and customers • Conduct proof-of-concepts (POC) including solution configuration, conversational flow setup, analytics validation, and business outcome presentations • Assist in the development and delivery of product demonstrations, demo environments, and regionally relevant use cases • Support technical and functional responses for RFP/RFI/RFQ requests • Coordinate with Product, Engineering, Professional Services, and Customer Success teams to support customer opportunities when needed • Produce supporting materials and technical content for the sales organization • Maintain accurate prospect and customer engagement information within CRM and internal systems • Convey prospect and customer requirements to Product Management teams, including regional and language-specific needs • Support regional marketing activities including trade shows, seminars, webinars, and industry conferences

• Administer, monitor, and maintain customer-facing cloud infrastructure (Azure and/or AWS, OVH Cloud) supporting CallMiner's intelligent CX automation platform • Own SIP telephony integrations for customer deployments: configure and maintain connectivity via SIP trunking providers, direct trunks, and customers' enterprise telephony infrastructure (PBX, SBC, CCaaS platforms) • Design reliable call paths balancing latency, audio quality, reliability, and security constraints • Diagnose and resolve complex telephony and connectivity issues across customer environments, including call routing, NAT traversal, codec compatibility, RTP/audio quality, firewall and QoS configuration • Ensure high availability, low latency, and resilience of real-time voice and conversational AI services • Support customer onboarding and go-lives in coordination with Delivery and Professional Services teams, from proof-of-concept through production • Manage containerized workloads and orchestration platforms (Docker, Kubernetes) • Lead incident response and root cause analysis for infrastructure, telephony, and connectivity issues • Perform routine system administration tasks including patching, backups, disaster recovery testing, user and access management, and capacity planning • Harden systems and enforce security best practices, supporting compliance requirements (e.g., ISO 27001, GDPR, SOC 2) and audit activities • Manage databases, networking, DNS, load balancing, certificates, and VPN/firewall configurations • Collaborate with Engineering teams to translate recurring customer integration challenges into platform and process improvements • Create and maintain clear technical documentation, runbooks, and integration guides for customer-facing infrastructure

Role Description We are seeking a highly skilled and motivated DevOps Engineer to join our technology team. The ideal candidate will bring proven experience with both AWS and Azure, containerization, Kubernetes orchestration, automation tools, GitOps methodologies, and release engineering best practices. You will be responsible for building, maintaining, and optimizing CI/CD pipelines, cloud infrastructure, and automated deployment workflows — working closely with developers, QA, and operations teams to deliver scalable, reliable, and high-quality software releases. Key Responsibilities - Design, implement, and maintain CI/CD pipelines using GitLab and automation tooling. - Manage and optimize infrastructure across AWS and Azure environments. - Deploy, manage, and troubleshoot applications using Docker and Kubernetes. - Implement GitOps workflows utilizing ArgoCD. - Automate provisioning and configuration management with Ansible and AWX. - Administer and maintain Linux and Windows Server systems in hybrid environments. - Collaborate on release engineering processes: versioning, packaging, testing, and automated deployment. - Monitor system health, implement security policies, and ensure high availability for critical services. - Develop automation, tooling, and scripts using Bash, Python, or PowerShell. - Troubleshoot production issues across multiple systems and platforms. Qualifications - Proven experience as a DevOps Engineer or in a similar role with at least three (3) years of experience. - Expertise with AWS and Azure cloud infrastructure and services. - Strong background in Docker and Kubernetes. - Proficiency with Linux administration and shell scripting. - Experience with GitOps principles and ArgoCD. - Configuration management experience using Ansible and orchestration with AWX. - Strong understanding of CI/CD using GitLab. - Knowledge of release engineering concepts: build processes, artifact repositories, deployment workflows. - Strong troubleshooting skills across software, infrastructure, and network layers. - Strong scripting skills (Bash, Python, PowerShell, or similar). Preferred - Experience managing Windows Server environments. - Familiarity with Infrastructure as Code tools (Terraform, CloudFormation). - Experience with observability and monitoring tools (Prometheus, Grafana, ELK Stack, etc.). - AWS or Azure DevOps-related certifications. Soft Skills - Excellent analytical and problem-solving abilities. - Strong written and verbal communication skills. - Ability to work in agile, fast-paced environments. - Detail-oriented with a strong commitment to quality delivery. Education - Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent professional experience. Benefits - Quality medical, dental and vision benefits. - Life and disability insurance. - Reimbursement programs for both fitness and tuition. - 401k matching. - Generous PTO including an annual volunteer day. - Paid maternity and parental leave. - Work-life balance initiatives.

Role Description As an integral part of the fast‑growing CallMiner Customer Success Team, the Business Analyst 2 plays a pivotal role in implementing and optimizing CX automation solutions fueled by AI‑powered conversation intelligence. By leveraging machine learning (ML), natural language processing (NLP), and advanced data modeling, this analyst drives automation strategies that convert raw omni‑channel customer interaction data into streamlined processes, predictive workflows, and actionable insights for measurable ROI and transformational customer experience improvements. This position combines expert business/data analysis with CX automation design, AI/ML model evaluation, and change‑management leadership — ensuring customers follow best practices, accelerate adoption, and achieve “speed to value” through the CallMiner platform. A balance of technical acumen, AI experience, and exceptional communication skills is essential. Primary Responsibilities - Conduct thorough quality control & peer review of AI-generated insights and analytics dashboards. - Mentor a network of power users, teaching advanced search techniques, AI-powered categorization, and real-world application of ML/NLP components in the CallMiner platform. - Configure customer databases within the CallMiner User Interface, including query building, AI-driven pattern tuning, and model optimization to improve recognition of language patterns for business insights. - Collaborate with data science and AI engineering teams to design, test, and refine ML models for sentiment analysis, intent detection, and conversational trends. - Implement automated scoring & topic identification using AI-based analysis across audio, chat, social media, and email to uncover trends, predictors, and opportunities for strategic action. - Configure Search‑Based Categories and ML‑tuned rules to optimize automated decision‑making and alert generation. - Deliver high-quality Professional Services projects (primarily advanced AI-backed data analyses) aligned with scope, timelines, and ROI expectations. - Evaluate AI model performance metrics (precision, recall, F1 score) and provide recommendations for improvement. - Apply predictive analytics to forecast customer needs, churn risk, and operational improvements. - Deeply understand metadata, Key Performance Indicators, and AI-derived insights; configure Search-Based Categories using optimal keyword and ML-tuned parameters. - Compile observation reports and deliver briefings utilizing deep dive, root cause, SWOT, regression, and AI-enhanced statistical methodologies. - Drive customer value by delivering quantifiable results and recommending AI-informed organizational change initiatives. - Provide thought leadership on AI-powered use cases and emerging trends in conversational intelligence. - Communicate barriers impacting AI adoption or customer success to management, including recommended solutions. - Contribute to enablement content, training sessions, certification programs, thought leadership materials, webinars, and conference presentations focused on automating customer experience using conversation intelligence. - Mentor and train newer analysts in both traditional analytics and AI-driven methodologies. Qualifications - Bachelor’s Degree in a relevant field or 5+ years of equivalent work experience in analytics, AI, or CX automation. - Hands-on experience applying AI/ML concepts for NLP, speech analytics, conversational AI, and predictive modeling - especially in customer experience contexts. - Familiarity with Contact Center operations and leveraging AI and Automation within that context for customer experience improvement. - Knowledge of syntax, Boolean operators, and database query languages; experience optimizing search and categorization through ML techniques. - Familiarity with Python, R, or other programming languages used for advanced data preprocessing and model evaluation a plus. - Knowledge of ethical AI, bias detection, and governance in automated decision-making. - Strong understanding of business strategy, data visualization, translating AI insights into actionable outcomes and KPI measurement for CX Automation initiatives. - Detail-oriented and fluent in iterative model training, analysis, and testing processes. - Ability to work independently and collaboratively, managing multiple projects. - Aptitude for working with users of varying skill levels, building AI literacy as a core capability. - Advanced user of Excel and BI tools, with ability to integrate AI outputs into visualizations and reports. - Multiple languages are a plus. Benefits - Quality medical, dental and vision benefits. - Life and disability insurance. - Reimbursement programs for both fitness and tuition. - 401k matching. - Generous PTO including an annual volunteer day. - Paid maternity and parental leave. - And more.

• Manage ACV portfolio up to $10M • Engage strategic accounts with expanding platform coverage and integrations • Lead creation and execution of Strategic Success Plans aligned to customer objectives and measurable ROI • Engage technical, operational, and executive stakeholders through targeted communication and strategic calls • Maintain program-level relationships with customer executives • Drive strategic cross-functional collaboration; translate market insight into actionable portfolio strategies • Manage renewals and expansion planning for assigned accounts • Mentor Customer Success Managers to elevate strategic delivery quality • Monitor account health and success metrics in Gainsight

About the Role CallMiner has evolved from a leader in conversation intelligence to a provider of the world’s most comprehensive AI-powered Customer Experience (CX) automation platform. We are seeking a Customer Success Director to join our success team and lead the strategy, execution, and measurable value realization for a portfolio of our customers. As a Customer Success Director you manage a portfolio of mid-size to large strategic accounts within assigned industries or verticals. You will deliver measurable customer outcomes by creating and executing Strategic Success Plans that drive ROI, expand multi-platform adoption, and support operational excellence. As the primary partner for program leads and executive sponsors, you will ensure that their business priorities are closely aligned with our solutions and services. You will work closely with Customer Success Managers and collaborate across the organization with Sales Executives, Account Managers, and other cross-functional teams to ensure customer success activities directly support revenue, growth, and retention goals. This position is ideal for professionals with established customer success skills who demonstrate professional curiosity; a continuous drive to deepen industry expertise, understand complex customer needs, anticipate emerging trends, and the confidence to challenge assumptions (a challenger mentality) to optimize strategy, execution, and measurable results. Primary Responsibilities - Manage ACV portfolio up to $10M. - Engage strategic accounts with expanding platform coverage and integrations. - Lead creation and execution of Strategic Success Plans aligned to customer objectives and measurable ROI. - Engage technical, operational, and executive stakeholders through targeted communication and strategic calls. - Maintain program-level relationships with customer executives. - Drive strategic cross-functional collaboration; translate market insight into actionable portfolio strategies. - Manage renewals and expansion planning for assigned accounts. - Mentor Customer Success Managers to elevate strategic delivery quality. - Travel up to 30% for customer on-site needs. - Monitor account health and success metrics in Gainsight.

About the Role CallMiner has evolved from a leader in conversation intelligence to a provider of the world’s most comprehensive AI-powered Customer Experience (CX) automation platform. We are seeking a Customer Success Director to join our success team and lead the strategy, execution, and measurable value realization for a portfolio of our customers. As a Customer Success Director you manage a portfolio of mid-size to large strategic accounts within assigned industries or verticals. You will deliver measurable customer outcomes by creating and executing Strategic Success Plans that drive ROI, expand multi-platform adoption, and support operational excellence. As the primary partner for program leads and executive sponsors, you will ensure that their business priorities are closely aligned with our solutions and services. You will work closely with Customer Success Managers and collaborate across the organization with Sales Executives, Account Managers, and other cross-functional teams to ensure customer success activities directly support revenue, growth, and retention goals. This position is ideal for professionals with established customer success skills who demonstrate professional curiosity; a continuous drive to deepen industry expertise, understand complex customer needs, anticipate emerging trends, and the confidence to challenge assumptions (a challenger mentality) to optimize strategy, execution, and measurable results. Primary Responsibilities - Manage ACV portfolio up to $10M. - Engage strategic accounts with expanding platform coverage and integrations. - Lead creation and execution of Strategic Success Plans aligned to customer objectives and measurable ROI. - Engage technical, operational, and executive stakeholders through targeted communication and strategic calls. - Maintain program-level relationships with customer executives. - Drive strategic cross-functional collaboration; translate market insight into actionable portfolio strategies. - Manage renewals and expansion planning for assigned accounts. - Mentor Customer Success Managers to elevate strategic delivery quality. - Travel up to 30% for customer on-site needs. - Monitor account health and success metrics in Gainsight.

__**Responsibilities**__ - Own the functional solution strategy for assigned deals, partnering with Sales Directors to design winning approaches that align product capabilities to Prospect needs and business goals to achieve 100% of sales targets. - Serve as a trusted advisor during the full pre-sales cycle, building credibility as the subject matter expert on CallMiner’s functional capabilities. - Lead consultative discovery sessions to uncover business drivers, challenges, and success criteria, capturing details that inform both solution design and ROI modeling. - Deliver dynamic, real-time product demonstrations that adapt to evolving Prospect priorities during live discussions, connecting features directly to measurable business outcomes. - Plan, execute, and manage proof-of-concepts (POCs) including technical setup, data analysis, content creation, and tailored demonstrations that validate Customer requirements. - Leverage Prospect data to build compelling ROI stories that quantify the operational and financial impact of the CallMiner solution. - Create, refine, and customize demonstration content (including videos) and use-case scenarios for targeted verticals, market segments, and emerging product capabilities. - Confidently demonstrate and explain generative AI/LLM-driven features (e.g., GPT-like interfaces, AI-powered virtual agents) in a business-outcome-focused manner. - Prepare accurate, persuasive, and deadline-compliant responses to RFP, RFI, and RFQ requests. - Maintain a high level of product expertise, proactively learning new features, release updates, and best practices ahead of formal training or documentation. - Work cross-functionally with Product Management to relay Prospect feedback and feature requests that influence roadmap decisions. - Support marketing and awareness efforts by participating in industry conferences, trade shows, webinars, and thought leadership events as a solutions expert. - Maintain accurate records of Prospect interaction, discovery notes, and solution design in CRM and related sales tools.