AI Measurement and Analytics Specialist

At Percepta, we bring first-class service across each market we support. As AI Measurement and Analytics Specialist, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. 

What You’ll Be Doing 

The AI Measurement and Analytics Specialist owns the data behind every AI adoption and value decision our program makes, from baseline capture through the dashboards that inform GO / ITERATE / STOP calls. 

This role makes sure the numbers tell the true story of what’s happening for agents and customers, not just what the system logs. 

The role sits within Client Engagement – Transformation, AI Enablement & Adoption (Business Development / Global), and reports to the Senior Manager, AI Solutions Product Owner. 

Core Objectives 

• Ground every AI adoption and value decision in accurate, timely data 

• Maintain dashboards and scorecards that reliably support GO / ITERATE / STOP calls 

• Protect data quality and instrumentation integrity across the program 

• Ensure measurement reflects the true agent and customer experience, not just system telemetry 

During a Typical Day, You’ll 

1. Baseline & Telemetry Data Capture 

• Own baseline and post-deployment telemetry capture, coordinating with IT and the Power BI reporting team 

• Support baseline data collection ahead of each Champion Sprint and Wave, grounding enablement plans in real agent and customer performance data 

• Maintain historical baseline and performance archives supporting quarterly portfolio reviews 

2. Dashboard & Scorecard Management 

• Compile scorecard data and maintain dashboard specifications used in GO / ITERATE / STOP scale decisions 

• Track Agentic AI performance as AI Employee tooling scales across the program 

• Maintain training completion and readiness data feeding into the enablement dashboard 

3. Data Quality & Cross-Functional Partnership 

• Flag data quality or instrumentation gaps to the Lead, AI Value Realization & Adoption before they affect reporting integrity 

• Partner with Operations and AI Enablement leadership to ensure measurement reflects the true agent and customer experience, not just system telemetry 

What You Bring to the Role 

• Bachelor’s Degree in a related field 

• 4+ years in advanced data analytics, reporting, or business intelligence, ideally within a contact center or customer experience environment 

• Experience with baseline and KPI measurement methodologies (pre/post comparison, proxy metrics) 

• Experience supporting offshore/onshore hybrid reporting cadences (Preferred) 

• Previous exposure to AI/automation performance tracking or agentic AI tooling (Preferred) 

• Proficiency with AI Analytics tools, or equivalent reporting tools; comfortable building and maintaining dashboards 

• Strong attention to detail and data governance discipline 

What You Can Expect 

• Health/Dental/Vision/Life Insurance 

• Flexible Spending Account (FSA) and Health Savings Account (HSA) 

• 401(k) 

• Vacation/Sick Time and Paid Holidays 

• Tuition Reimbursement 

• Employee Assistance Program 

• Employee Discount Program 

• Training and Development Programs (Percepta College) 

• Employee Rewards Program (Perci Perks) 

A Bit More About Your Role 

Success Metrics (First 6–12 Months) 

• Baseline and post-deployment telemetry consistently captured on schedule for each Champion Sprint and Wave 

• Dashboards and scorecards reliably support GO / ITERATE / STOP decisions with no material data gaps 

• Data quality and instrumentation issues flagged and resolved before they affect reporting integrity 

• Positive feedback from AI Enablement and Operations leadership on measurement accuracy and clarity 

About Percepta 

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. 

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, we: 

Lead with Humility – We listen first, lead with empathy, and stay grounded so people and ideas have room to grow. 

Service beyond self – We serve others - clients, customers, and teammates - with care and integrity in every interaction. 

Leave it Better – We take ownership and leave every process, person, and place better than we found it. 

Win together - We succeed together by lifting each other up, influencing one another for the better, and ensuring everyone wins. 

Deliver Remarkable - We engage openly and with curiosity to co-create bold ideas that connect and inspire. 

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect on the communities we serve by not only delivering amazing services and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. 

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer. 

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payment or personal information such bank account details from applicants at any point in the recruitment process.

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