{"id":1621300,"url":"https://alion.io/job/exl-cx-optimization-analyst","title":"CX Optimization Analyst","company":{"id":38016,"name":"EXL","domain":"exlservice.com","url":"https://alion.io/company/exl","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":81,"open_postings":65,"ghost_share":0,"stale_share":0.954,"repost_share":0,"time_to_fill_p50_days":7,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Analytics","role_family":"Analytics","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":29000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1415},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"A/B Testing","optional":false},{"name":"Domo","optional":false},{"name":"Power BI","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-25T07:19:05Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-12T13:24:28Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"The candidate must be passionate and highly skilled in business analytics and data representation. The candidate should also be highly knowledgeable in the contact center business use of emerging open-source data visualization tools Power BI, Domo etc. This is necessary for the creation of visually and verbally engaging reports and presentations, for clients, leadership teams, and other key stakeholders.\nThe candidate should be skilled in SQL database, Data crunching, Business analytics, Data analytics, and Python (added advantage) etc. Additionally have a deep understanding of A/B testing and be highly knowledgeable in key metric identification for driving and maintaining healthy business performance.\nExperience in CC contact channels, digital products, Digital transformation solutions, Conversational AI Optimization (Voice & Digital), Client handling, and web data handling would be added advantage.\n Data & Analytics\nGather, clean, and consolidate data from multiple sources for reporting and analysis. \nCreate structured datasets and derive KPIs from transcripts, BoT logs, and operational metrics. \nPerform data reconciliation to ensure reporting accuracy. \nConversational AI Performance Analysis\nAnalyze chatbot and voicebot performance trends and customer journeys. \nReview the impact of Virtual Assistant (VA) journey and conversation flow designs on customer experience and business outcomes\nIdentify containment failures, authentication issues, drop-offs, and intent misclassifications. \nReview transcripts and call recordings to identify STT issues and customer sentiment patterns. \nValidate business assumptions and measure pre/post optimization impact. \nInsights & Optimization\nGenerate actionable insights and recommend optimization initiatives. \nIdentify and prioritize improvement opportunities across:Use case and channel expansion \nConversation flow and journey optimization \nVerbiage and AI model enhancement \nAuthentication journey optimization \nRepeat interaction reduction \nCustomer feedback and sentiment analysis\n\nEstimate business impact and KPI uplift opportunities from optimization initiatives. \nSupport hypercare monitoring and continuous improvement initiatives. \nStakeholder & Business Reviews\nPrepare dashboards, business reviews, and performance presentations. \nCollaborate with delivery, operations, and client stakeholders. \nContribute to optimization roadmaps and advisory discussions. \n Bachelor's/Master's Degree with 3-6 years in Data Analytics, CX Analytics, Conversational AI Analytics, or related roles","description_format":"text","description_chars":2556,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-01T20:44:33Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.308,"p_room":0.35,"age_days":16,"expected_fill_days":7,"reasons":["conf:0","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/exl-cx-optimization-analyst","json_url":"https://alion.io/job/exl-cx-optimization-analyst.json","meta":{"generated_at":"2026-10-12T15:41:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24714,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":38016},"rest":"https://alion.io/mcp/rest/get_company?id=38016"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fexl-cx-optimization-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fexl-cx-optimization-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fexl-cx-optimization-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/exl-cx-optimization-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fexl-cx-optimization-analyst"}]}