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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager, Contact Center Automation Analytics - **Company:** SiriusXM Radio - **Location:** Washington, DC, United States - **Experience:** Expert - **Salary:** $97,000.0 - $115,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Data Analysis, Interactive Voice Response, Data Architecture, Standard Sql, Tableau (Software), Chatbots, GPT - **Published:** July 24, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/87254085/1 ## About the Role * Typically requires a minimum of 5 years of related experience with a Bachelor's degree; or 4 years and a Master's degree * Related experience in contact center analytics, customer experience analytics, automation performance, or operational analytics. * Expertise measuring IVR, AI, chatbot, or self-service performance, including containment, intent analysis, routing, escalation, and repeat-contact metrics, with the ability to establish evaluation criteria and interpret variable factors across channels and customer journeys. * Proven ability to influence cross-functional partners across CX, Operations, WFM, and Product using data-driven insights, including coordination of activities across teams without direct authority. * Strong Tableau and SQL skills preferred; experience building operational dashboards and translating complex data into actionable business recommendations, measurement standards, and scalable reporting solutions. * Experience with automation and/or AI tools such as chatGPT, Gemini, etc. * Must have legal right to work in the U.S. ## Description As the Manager, Contact Center Automation Analytics, you will make an impact by leading automation performance analytics across AI, chatbot, and self-service flows to increase containment and reduce cost per contact. As a senior individual contributor, you will define measurement frameworks, select analytic methods and evaluation criteria for new automation initiatives, and resolve complex, ambiguous automation performance issues through in-depth evaluation of multi-source data. You will partner across CX, Product, and WFM teams to align automation metrics with forecasting and financial goals, helping the business scale efficiency and enhance customer experience. What you'll do: * Lead analytics for automation, intent taxonomy, containment, and contact drivers across AI, chatbot, IVR, and self-service experiences, including complex issues where analysis requires in-depth evaluation of variable factors across customer behavior, routing logic, escalation paths, and operational cost drivers. * Partner with WFM, CX, and Product teams to align automation KPIs with forecasting and financial targets, coordinating cross-functional workstreams and influencing key contacts outside the immediate area of expertise. * Design, evolve and maintain dashboards and reporting structures that measure containment, repeat contacts, saves, escalation effectiveness, and overall automation performance, ensuring reporting standards support large projects and scalable business decision-making. * Investigate automation performance trends, digital handoffs, intent classification, routing effectiveness, and repeat-contact behavior to identify operational improvement opportunities, determine root causes, and recommend creative and effective solutions to complex automation and customer experience issues. * Integrate Digital Experience and AI data sources to build unified automation performance views, applying independent judgment to data design, metric definitions, and analytical trade-offs. * Identify automation opportunities, resolve intent tagging and reporting challenges, and translate analytics into actionable recommendations for CX, Operations, Product, and WFM teams. * Lead large cross-functional automation analytics projects from problem definition through executive-ready insights, translating ambiguous business questions into structured analyses and measurable recommendations. * Mentor less experienced analysts on automation measurement, dashboard design, intent taxonomy analysis, and interpretation of AI/self-service performance results. ## Related Videos - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [ Evaluating AI models for code comprehension](https://www.wearedevelopers.com/videos/1462-evaluating-ai-models-for-code-comprehension) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [How building an industry DBMS differs from building a research one](https://www.wearedevelopers.com/videos/768-how-building-an-industry-dbms-differs-from-building-a-research-one) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Streaming AI Responses in Real-Time with SSE in Next.js & NestJS](https://www.wearedevelopers.com/videos/1630-streaming-ai-responses-in-real-time-with-sse-in-next-js-nestjs) ## Related Articles - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [16 Ways Developers Can Use ChatGPT-4 and GPT-4o](https://www.wearedevelopers.com/magazine/204-16-ways-developers-can-use-chatgpt-4-and-gpt-4o) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [The Best AI Chatbots: ChatGPT and Other Alternatives](https://www.wearedevelopers.com/magazine/236-the-best-ai-chatbots-chatgpt-and-other-alternatives) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)