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About the Role

The Customer Experience and Contact Center Technology team aims to enhance eBay's understanding and improvement of customer interactions across voice and digital channels. This role will design, configure, develop, and validate data pipelines and tools using AI technologies to optimize interaction analytics solutions.

Responsibilities

• Design and build API-based tools and data pipelines for environment migration.
• Integrate with DevOps and SRE teams to supervise production tools.
• Collaborate with the security team to perform SAST and DAST.
• Partner with the Quality Engineering team to resolve issues and validate end-to-end interaction analytics solutions.
• Develop reporting layers for scalable and reliable decision-making.
• Deliver actionable insights from customer interactions to improve customer experience, contact center performance, and operational efficiency.
• Optimize speech and text analytics models, categories, dictionaries, and behavioral frameworks.
• Build tools using APIs and AI to analyze and improve models.
• Translate use cases into technical requirements, delivery plans, dashboards, and measurable outcomes.
• Strengthen governance and sustainability of the analytics environment by maintaining documentation, supporting release processes, and implementing privacy controls.

Requirements

• 5+ years of experience in speech analytics, text analytics, contact center analytics, or a related customer interaction analytics environment.
• Experience with speech and text analytics platforms and contact center technologies (e.g., Genesys Cloud, CallMiner).
• Hands-on experience with SAST and DAST.
• Proficiency in data analysis, REST and vendor-specific APIs, JSON, ETL workflows, and data warehousing concepts.
• Ability to configure, test, and validate analytics solutions with a structured approach.
• Strong multi-functional communication and project coordination skills.
• Ability to translate business needs into technical requirements, release plans, and clear documentation.

Skills

• Python
• Node.js
• Claude Code
• LLMs
• ML engines
• Linux
• SQL
• Reporting/dashboarding tools
• AIOps
• DevOps
• SRE practices

Location

• Remote

Work Type

• Full-time

Experience Level

• 5+ years

Education Level

• Degree in Computer Science, Information Technology, Data Analytics, or related field, or equivalent practical experience.
• Genesys Cloud certifications (preferred)
• Mentoring experience (preferred)

Salary/Compensations

• $98,000 - $173,600

Benefits

• Target bonus
• Restricted stock units
• Medical benefits
• Financial benefits
• 401(k) eligibility
• Paid time off (PTO)
• Parental leave

About the Company

• eBay is a global commerce leader connecting millions of buyers and sellers worldwide.
• We exist to enable economic opportunity for individuals, entrepreneurs, businesses, and organizations of all sizes.
• We are committed to pushing boundaries and reinventing the future of ecommerce.
• Our platform empowers millions of buyers and sellers in over 190 markets.

Equal Opportunity

• eBay is an equal opportunity employer.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.
• We will make every effort to respond to your request for accommodation as soon as possible.
• View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.