Contact Center Data Analytics Engineer I
Core
Transform operational, customer, and system data into reliable insights, reporting, and automation opportunities to improve contact center performance and customer experience.
Role type
Senior IC data analytics engineer (contact center)
Builds
Enterprise reports, dashboards, data visualizations, and analytical systems for contact center operations, IVR, and workforce management.
Domain
Insurance / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
SQL, Python, Power BI, data visualization, data quality validation, metric definition, data governance, cross-functional collaboration
Preferred skills
Amazon CloudWatch, Agile methodology, automation, self-service improvement
Technologies
Power BI, Amazon QuickSight, Amazon CloudWatch, SQL, Python
Responsibilities
Develop and maintain data structures, reports, and dashboards; analyze contact center and operational data to identify trends and root causes; monitor key operational metrics; partner with operations and technology teams to define data solutions; document code, reporting logic, and metric definitions; serve as a data steward for assigned subject areas.
Seniority
Junior to Mid-level, hands-on IC