Sr Engineer Data

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

Job Summary: 

The Senior Data Engineer supports the Contact Centre operations with a focus on AWS Connect and related cloud technologies. The Data Engineer designs and maintains data pipelines and analytics solutions that enhance customer experience, agent performance, and operational efficiency. This role works closely with operations, product, and engineering teams to deliver actionable insights from contact centre data.

Essential Functions: 

• Design, build, and maintain scalable data pipelines for contact centre analytics using AWS services.
• Integrate and transform data from Amazon Connect, CRM systems including Salesforce, and other customer interaction platforms.
• Develop and maintain data models and dashboards to support real-time and historical reporting.
• Collaborate with stakeholders to define KPIs and build data solutions that drive business decisions.
• Ensure data quality, security, and compliance with internal and external standards.
• Automate data ingestion, transformation, and reporting processes.
• Monitor and optimize performance of data workflows and infrastructure.

Qualifications:

EDUCATION:

• Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• 5+ years of experience in data engineering or analytics roles.
• Hands-on experience with Amazon Connect and its data ecosystem (Contact Trace Records, Contact Lens, etc.).
• Experience with Salesforce and its data ecosystem
• Proficiency in SQL and at least one programming language (e.g., Python).
• Experience with AWS services such as Lambda, S3, Glue, Athena, Kinesis.
• Strong understanding of data warehousing, ETL processes, and data modeling.

REGISTRATIONS/LICENSES/CERTIFICATIONS: NA

SKILLS/CHARACTERISTICS: 

• Experience with contact centre metrics and reporting (e.g., AHT, CSAT, FCR, occupancy).
• Familiarity with BI tools like QuickSight, Tableau, or Power BI.
• Knowledge of customer journey analytics and speech/text analytics.
• Experience with real-time data processing and streaming analytics.
• Strong communication skills and ability to work cross-functionally.

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.