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