Freelance/Contract Consultant — Medallia Speech Implementation

Company DescriptionComOps 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 OverviewComOps 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 ResponsibilitiesLead or support Medallia Speech implementations for new and existing clientsConfigure and optimize Speech Analytics capabilities including (but not limited to):Categories and phrase structuresTopic discovery and classificationSilence / interruption analysisSentiment and emotion analysisCall drivers and root cause identificationAgent performance and QA-related workflowsSpeech dashboards, alerts, and reportingPartner with client technical and operational teams to validate integrations, metadata mapping, call ingestion, and reporting accuracySupport taxonomy refinement, tuning, and ongoing optimization of speech models and categoriesCollaborate with ComOps CX, Contact Center, and delivery teams to align Speech insights with broader Medallia programs and operational initiativesAssist with client enablement, documentation, and best-practice guidanceSupport 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 environmentsExperience configuring Speech categories, topics, alerts, and reporting within MedalliaExperience working with contact center call recordings, metadata, and ingestion workflowsStrong understanding of contact center operations, QA workflows, and agent performance managementExperience troubleshooting Speech data quality, categorization, and reporting issuesExperience working with enterprise clients and cross-functional stakeholdersAbility to work independently and communicate clearly with both technical and non-technical audiencesIMPORTANT: 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 HaveExperience with broader Medallia Experience Cloud implementationsExperience with Genesys Cloud or other CCaaS platformsExperience in hospitality, gaming, travel, or enterprise service environmentsFamiliarity with QA scorecards, operational KPIs, and workforce optimization workflowsExperience working in a consulting or professional services environment How to ApplyPlease include specific details of your Medallia Speech experience in your application, including:Clients/projects supportedScope of implementation workTypes of Speech configurations performedContact center environments/platforms supportedYour direct role in deployment and optimization effortsGeneral contact center, QA, or speech analytics experience without direct Medallia Speech implementation experience will not be sufficient.