Data Analyst - Contact Center Analytics - Remote

Overview

The Data Analyst will focus on managing and analyzing contact center data using the Genesys platform to drive improvements in service performance and caller experience.

In Short

• Create and manage Genesys reporting for contact center teams.
• Analyze caller behavior data to drive data-driven decisions.
• Design custom Tableau and/or Power BI reports.
• Utilize Genesys data for forecasting and scheduling recommendations.
• Collaborate with stakeholders to improve IVR experiences.
• Automate data processes for efficiency.
• Support API data transfers ensuring data accuracy.
• Maintain contact center data models and documentation.
• 5+ years experience in contact center support.
• Strong expertise in data analysis and management.

Requirements

• 5+ years in a contact center support environment.
• 2+ years of data analysis experience in IVR or contact center.
• Strong expertise in Genesys CX platform.
• Degree in Information Systems, Computer Science, or related field.
• Experience with Tableau, Power BI, and data-driven approaches.
• Proficiency in Microsoft Excel and SQL.
• Knowledge of UX design principles.
• Experience in ETL development.

Benefits

• Opportunity to work on challenging digital transformations.
• Collaborative work environment.
• Access to cutting-edge technologies.
• Support for professional growth and development.