Freelance/Contract Consultant — Medallia Speech Implementation
Company Description
ComOps provides strategic and tactical services across various domains, including omnichannel customer care, revenue management, leisure sales, distribution, customer experience, and digital innovation. The company helps businesses streamline operations and drive performance through innovative strategies and tailored solutions. ComOps specializes in delivering excellence in service areas critical to organizational growth in competitive industries. Engagement Type: Freelance / Contract Location: Remote Duration: Project-Based
Overview
ComOps is seeking an experienced freelance / contractor consultant with hands-on experience implementing and servicing Medallia Speech for contact center environments. This role will support the implementation, configuration, optimization, and ongoing evolution of Medallia Speech programs for enterprise clients, primarily in hospitality, gaming, travel, and related verticals. IMPORTANT: This role requires direct, hands-on experience working specifically with Medallia Speech / Speech Analytics within the Medallia platform. Experience limited to Agent Connect, surveys, Text Analytics, or other contact center tools will not be considered sufficient. Candidates must have real-world experience configuring and operationalizing Medallia Speech programs in production environments.
Key Responsibilities
- Lead or support Medallia Speech implementations for new and existing clients
- Configure and optimize Speech Analytics capabilities including (but not limited to):
- Categories and phrase structures
- Topic discovery and classification
- Silence / interruption analysis
- Sentiment and emotion analysis
- Call drivers and root cause identification
- Agent performance and QA-related workflows
- Speech dashboards, alerts, and reporting
- Partner with client technical and operational teams to validate integrations, metadata mapping, call ingestion, and reporting accuracy
- Support taxonomy refinement, tuning, and ongoing optimization of speech models and categories
- Collaborate with ComOps CX, Contact Center, and delivery teams to align Speech insights with broader Medallia programs and operational initiatives
- Assist with client enablement, documentation, and best-practice guidance
- Support post-launch optimization and operationalization of Speech insights across QA, operations, and leadership teams
Required Experience (Non-Negotiable)
- Direct, hands-on experience implementing Medallia Speech in production environments
- Experience configuring Speech categories, topics, alerts, and reporting within Medallia
- Experience working with contact center call recordings, metadata, and ingestion workflows
- Strong understanding of contact center operations, QA workflows, and agent performance management
- Experience troubleshooting Speech data quality, categorization, and reporting issues
- Experience working with enterprise clients and cross-functional stakeholders
- Ability to work independently and communicate clearly with both technical and non-technical audiences
IMPORTANT: Candidates without direct Medallia Speech experience will not be considered. Experience with Medallia Agent Connect, surveys, general VoC programs, or non-Medallia speech analytics platforms alone is not sufficient. Preferred / Nice to Have
- Experience with broader Medallia Experience Cloud implementations
- Experience with Genesys Cloud or other CCaaS platforms
- Experience in hospitality, gaming, travel, or enterprise service environments
- Familiarity with QA scorecards, operational KPIs, and workforce optimization workflows
- Experience working in a consulting or professional services environment
How to Apply
Please include specific details of your Medallia Speech experience in your application, including:
- Clients/projects supported
- Scope of implementation work
- Types of Speech configurations performed
- Contact center environments/platforms supported
- Your direct role in deployment and optimization efforts
General contact center, QA, or speech analytics experience without direct Medallia Speech implementation experience will not be sufficient. Apply tot his job Apply To this Job