{"id":2313551,"url":"https://alion.io/job/iag-speech-interaction-analytics-specialist-contact-centre-engineer","title":"Speech & Interaction Analytics Specialist, Contact Centre Engineer","company":{"id":1899828,"name":"IAG","domain":"iag.com.au","url":"https://alion.io/company/iag-com-au","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":67000,"max_usd":123000,"period":"year","method":"role_country_seniority_unknown","sample_n":14},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Power BI","optional":false},{"name":"Prompt Engineering","optional":false},{"name":"Speech Recognition","optional":false},{"name":"Tableau","optional":false},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-11T23:47:48Z","employer_posted_date":"2026-10-11","last_verified_at":"2026-10-13T19:45:34Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"At IAG, we’re ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible. \nIn this role you will find the patterns in customer interactions that matter, explain why they matter, and turn them into measurable service, risk and experience improvements. You will design, optimise and govern speech analytics, conversational AI and IVR across voice and digital channels, combining advanced analytics, prompt engineering, query design and customer journey expertise.\nYou will work hands-on with NICE Nexidia analytics, NICE CXone, Quality Central and emerging AI, building the analytics models, conversational prompts, speech categories, phrase libraries, reporting frameworks and intelligent IVR experiences that surface customer trends, operational risks, compliance obligations and service improvements. Deep technical knowledge is essential. This role is hands-on with the technology. The team acts quickly, works across boundaries and changes its mind when someone has a better idea.\nThis is a full time permanent opportunity based in Gadigal Country (Sydney), Meanjin (Brisbane) or Naarm (Melbourne)\nWhat You'll Do\nTechnology accountabilities\nDesign, configure and maintain NICE Nexidia speech analytics: search phrases, categories, taxonomies, target media sets and analytic workflows \nCreate, test and optimise speech analytics queries to identify customer themes, complaints, vulnerabilities, sales opportunities and process failures \nDesign and maintain intelligent IVR and self-service experiences (conversational flows, intent models and routing strategies) and optimise speech recognition and intent classification performance \nEngineer and maintain prompt libraries used within speech analytics and conversational AI, and set standards and governance for prompt development and optimisation \nUse GenAI to automate insight generation, interaction summarisation and trend identification, and continuously evaluate emerging AI technologies and analytics use cases \nSupport the shift to intelligent operations by making customer-interaction insight data-driven, observable and actionable \nTake ownership of allocated work and initiatives and deliver them on time and to a high standard, with clearly articulated scope and benefit. \nBusiness Engagement\nAct as the bridge between Contact Centre Operations, Product, Technology and Data & AI, turning customer-interaction data into insight and measurable value \nTranslate business questions into scalable analytics solutions, and deliver actionable recommendations to business stakeholders based on interaction data \nPartner with CXone, Conversational AI and Data & AI teams to implement customer journeys and improve the quality and accuracy of AI-generated insight \nPresent findings and recommendations to operational and senior stakeholders in plain language \nSupport regulatory and compliance monitoring through targeted analytics \nProduct Execution & Operations\nAnalyse customer interactions at scale to improve detection, insight quality, IVR containment and compliance coverage, and turn what you find into business action. Coverage can reach up to 100% of interactions. \nDevelop executive dashboards and operational reporting, and establish KPIs, measures and analytic frameworks \nBuild analytics visualisations using reporting platforms such as Tableau, Power BI and CXone reporting tools \nAnalyse customer language patterns and interaction outcomes to improve IVR containment and customer experience \nEvaluate alternative approaches, make recommendations, and pilot new NICE and AI capabilities aligned to business objectives \nMonitor IVR effectiveness through analytics and reporting, and manage ongoing enhancement and tuning activities \nEnsure analytics configurations are accurate, maintainable and scalable, and support platform upgrades and the introduction of new NICE capabilities \nDevelop and maintain analytics standards, taxonomies, documentation and operating procedures \nConduct service reviews to identify performance improvements, reassess targets and reduce risk to the business, and evaluate and communicate evergreen changes and enhancements \nWhatyou’llbring\nSkills\nKnowledge & Experience\n3+ years in speech analytics, contact centre analytics, customer insights or conversational AI, or equivalent delivered outcomes \nStrong hands-on experience in speech or interaction analytics: developing search queries, categories, phrase libraries, taxonomies and analytic workflows. NICE Nexidia Analytics or NICE Interaction Analytics is highly regarded, as is experience with a comparable platform such as Verint \nExperience with prompt engineering and AI-assisted analytics, including GenAI for insight generation, summarisation and trend identification (desirable) \nConversational AI and intelligent IVR design experience (conversational flows, intent models, routing and containment optimisation) (desirable) \nStrong data analysis and analytical problem-solving skills. Experience building dashboards and visualisations (SQL, Power BI, Tableau, CXone reporting) is desirable \nWorking knowledge of NICE CXone and Quality Central (desirable) \nUnderstanding of contact centre operations, quality management, quality assurance frameworks and customer journeys \nExcellent stakeholder engagement and communication skills, able to present insight to operational and senior audiences \nExperience working within financial services or regulated environments desirable \nA working knowledge of design thinking \nCharacteristics\nIndependent and creative thinking \nAbility to range from detail to ‘big picture’ and technical to business contexts \nCurious: forms a hypothesis and tests it \nKeeps tuning after deployment, and does not treat the dashboard as the outcome \nExplains findings in plain language and drives action \nChanges position when the data says so \nLeads through influence \nTechnically credible: comfortable going deep into the platform with engineers and vendors, not just riding on top of it. \nWhat We Offer \nBoosted superannuation with 13% as standard. \n20 days annual leave + 5 days MyLeave (extra leave for what’s important to you). \nWork from home and many more flexibility options with myFlex. \nUp to 50% off personal insurance, including home and motor insurance. \nPartner discounts on private health insurance, tech & appliances, and many more. \nIndustry-leading 20 weeks paid parental leave. \nAccess to LinkedIn Learning, the award-winning IAG Academy, and study assistance . \n*employment type eligibility criteria apply\nApplications close:Sunday18 October202611:59PM AEDT \nAdjustments and Support \nIf you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to  for a confidential conversation.\nMore About Us \nAs part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.","description_format":"text","description_chars":7712,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Health insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Property & Casualty Insurance"],"lifecycle":[{"event":"open","at":"2026-10-12T02:49:01Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.859,"p_room":1,"age_days":1,"expected_fill_days":8,"reasons":["conf:1","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/iag-speech-interaction-analytics-specialist-contact-centre-engineer","json_url":"https://alion.io/job/iag-speech-interaction-analytics-specialist-contact-centre-engineer.json","meta":{"generated_at":"2026-10-13T22:48:49Z","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":34859,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"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":1899828},"rest":"https://alion.io/mcp/rest/get_company?id=1899828"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fiag-speech-interaction-analytics-specialist-contact-centre-engineer"},{"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%2Fiag-speech-interaction-analytics-specialist-contact-centre-engineer"},{"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%2Fiag-speech-interaction-analytics-specialist-contact-centre-engineer"},{"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/iag-speech-interaction-analytics-specialist-contact-centre-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fiag-speech-interaction-analytics-specialist-contact-centre-engineer"}]}