Contact Center - Data Analyst

• Create, implement, interpret and manage all Genesys reporting to drive consistent definition and centralized data analytics for all contact center teams and programs
• Analyze caller behavior data from IVR applications and Genesys platform to facilitate data-driven decision making to ensure successful contact outcomes
• Utilize call and IVR data to determine contact center change initiative success and recommending adjustments to improve success rates and containment
• Review, combine, filter, analyze and leverage data from multiple sources to ensure continuous improvement of service and support performance
• Design and develop custom Tableau and/or Power BI reports and dashboards to visualize caller behavior data, identify trends and recommend areas for improvement
• Utilize Genesys data to create short- and long-term forecasting plans for current and new programs and supporting schedule recommendations per contract operation hour guidelines
• Collaborate with internal and external stakeholders to identify opportunities for improving the IVR experience based on analysis findings
• Develop and maintain a deep understanding of IVR application functionality and user flows
• Provide data-driven insights and recommendations to inform design decisions and improve overall caller experience
• Create and automate repetitive steps to ensure consistency and efficiency for the data used by the contact center teams
• Partner with key stakeholders to make data-driven recommendations on contact center staffing, process and workflow improvements to ensure contact center efficiency and success.
• Support API data transfers from Genesys, ensuring accuracy and consistency of data flows to enterprise systems
• Maintain and enhance contact center data models, ensuring scalability, accuracy and alignment with operational needs
• Develop and maintain documentation for data structures, processes and integration workflows

Requirements

• 5+ years in a contact center support environment, strong recent experience in utilizing Genesys cloud CX platform
• 2+ years of experience in data analysis in an IVR or contact center environment
• Strong expertise in Genesys CX platform data management and analysis
• Degree in Information Systems, Computer Science, Statistics, or related field
• Experience with Tableau, Power BI or other business intelligence tools required, using multiple sources to design a cohesive data-driven approach to contact center KPIs and success measurements
• Proficiency in Microsoft Excel and SQL
• Knowledge of user experience (UX) design principles and human-computer interaction
• Experience supporting extract, transform and load (ETL) development