Recognized as the No. 1 site trusted by real estate professionals, Realtor.com® has been at the forefront of online real estate for over 25 years, connecting buyers, sellers, and renters with trusted insights and expert guidance to find their perfect home. Through its robust suite of tools, Realtor.com® not only makes a significant impact on the real estate industry at large, but for consumers, navigating the biggest purchase they will make in their life, by providing a user experience that is easy to use, easy to understand, and most of all, easy to make decisions.
Join us on our mission to empower more people to find their way home by breaking barriers to entry, making the right connections, and building confidence through expert guidance.
Are you a data strategist who can see the big picture in thousands of conversations? Are you ready to architect an entire analytics program and present your insights in the boardroom? As our Voice Intelligence Specialist IV, you will be the principal architect of our Voice Intelligence program. You will be responsible for transforming complex interaction data into high-level, actionable strategies for our executive leadership. This role isn’t just about analysis; it’s about data storytelling, influencing key business decisions, and consulting with VP's to mitigate risk and drive revenue. If you’re ready to own and drive operational strategy at an innovative real estate tech company, this work is for you.
Top Reasons to Apply:
- Unique opportunity to design and lead the entire speech analytics program, shaping its direction and ensuring its capabilities are fully leveraged to meet enterprise-level business objectives.
- Work directly with senior and executive leadership, preparing and delivering high-impact presentations that translate complex data into clear, strategic recommendations that will influence the future of the business.
- Move beyond day-to-day analysis to tackle the company's most complex challenges, using sophisticated data analysis and predictive modeling to uncover systemic risks and strategic opportunities for growth.
The Voice Intelligence Specialist IV is the lead strategist and a principal architect of the Voice Intelligence program. This role is responsible for driving the overarching strategy for speech and interaction analytics, transforming complex data into high-level, actionable insights for executive leadership. This individual will own the design and implementation of the speech analytics program to analyze interactions at scale, ensuring the program delivers critical insights into customer experience, compliance, and revenue generation. The Voice Intelligence Specialist IV will serve as the foremost subject matter expert, presenting findings and strategic recommendations to an executive (VP and above) audience to inform and influence key business decisions.
What you'll do:
- Architects and oversees the design, implementation, and continuous improvement of the speech analytics program to ensure scalable and effective analysis of all customer interactions.
- Conducts sophisticated meta-analysis of call data and analytical findings to identify enterprise-level trends, systemic risks, and strategic opportunities for revenue growth and enhanced customer satisfaction.
- Prepares and delivers compelling, high-impact presentations and business cases to an executive and VP-level audience, translating complex analytical insights into clear, strategic narratives.
- Develops and refines predictive models to forecast trends and identify potential impacts on business objectives.
- Serves as the primary consultant to senior and executive leadership on all matters related to voice and interaction intelligence, providing expert guidance and strategic recommendations.
- Partners with cross-functional leaders in technology, finance, and operations to integrate speech analytics insights into broader business intelligence and strategic planning efforts.
- Leads the most critical and complex deep-dive investigations, providing definitive insights into high-impact business issues.
- Mentors and develops all other Voice Intelligence Specialists, setting the standard for analytical rigor and strategic thinking within the team.
- Owns the governance of the speech analytics platform, ensuring its capabilities are fully leveraged and aligned with evolving business needs.
What you'll bring:
- Typically requires a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree, or equivalent experience.
- 4+ years of hands-on experience designing and implementing programs within advanced speech analytics products (e.g., NICE, Gong, CallMiner).
- 3+ years of experience presenting complex data analysis and strategic recommendations to senior leadership (VP-level and above).
- Experience and knowledge in data analysis and visualization tools; proficiency in SQL and statistical software (e.g., R, Python) is highly preferred.
- Demonstrated experience in project management, leading large-scale initiatives from conception to completion.
- Knowledge in formal process improvement methodologies is helpful
- Exceptional understanding of corporate policies, quality control protocols, and compliance documentation.
How We Work:
We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.
How We Reward You:
Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:
- Inclusive and Competitive medical, Rx, dental, and vision coverage
- Family forming benefits
- 13 Paid Holidays
- Flexible Time Off
- 8 hours of paid Volunteer Time off
- Immediate eligibility into Company 401(k) plan with 3.5% company match
- Tuition Reimbursement program for degreed and non-degreed programs
- 1:1 personalized Financial Planning Sessions
- Student Debt Retirement Savings Match program
- Free snacks and refreshments in each office location
Do the best work of your life at Realtor.com®
Here, you’ll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you’ll find your way home too. People are our foundation—the core that drives us passionately forward. At Realtor.com®, you’ll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return, we’ll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.
Diversity is important to us, therefore, Realtor.com® is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, Realtor.com® will provide reasonable accommodations for otherwise qualified disabled individuals.
