Description

You will design and maintain interactive dashboards and reports to drive data-driven decision-making for contact center operations.

Responsibilities

• Design and develop interactive dashboards in Tableau and Power BI to track contact center metrics like call handling and service levels.
• Execute data modeling in SQL and build complex queries within Snowflake using Power Query.
• Conduct functional testing of BI solutions to ensure data accuracy and alignment with business requirements.
• Collaborate with contact center management and IT teams to translate operational needs into technical BI solutions.
• Optimize BI processes and data reporting methodologies to improve contact center performance tracking.

Required Skills

• 5+ years of professional experience in business intelligence.
• Expert-level proficiency in Tableau and Power BI.
• Intermediate experience with SQL data modeling and Snowflake query building.
• Hands-on experience using Power Query for data transformation.
• Functional testing experience for BI solutions and data outputs.
• Domain knowledge of contact center operations and performance metrics.
• Familiarity with AWS Connect or Genesys.
• Strong analytical and problem-solving skills.
• Ability to deliver projects within tight deadlines.

Preferred Skills

• Experience with AWS environments.

Key Skills

Education

Any Gradute