Job Description :
This person will be responsible for developing and maintaining reporting pipelines as well as operational dashboards and reports used by both the operational teams in Client'' contact centers and by the Customer Support Applications team within CorpEng.
The person will also have some responsibility to maintain and enhance the 3rd-party and in-house reporting applications that the Customer Support Applications team provides to our end users in client''s contact centers.
Responsibilities:
Work closely with IT business partners and business analysts to understand their data needs and develop reporting solutions to meet those needs.
Work with Engineering partners to help shape and drive the development of Client''s BI infrastructure including data warehousing, reporting and analytics solutions.
Own and deliver multiple BI work streams for diverse internal clients, both on an ongoing and ad-hoc basis, providing interpretation, analysis, or insight along with clearly-stated information, representing interests of both team and leadership.
Create dashboards, visualizations, and analyses that surface insights and drive key business decisions.
Using internal Client tools, build new data pipelines from new sources, and maintain existing pipelines. Respond to and resolve pipeline failures.
Respond to questions from internal client teams, train new users on telephony data warehouse principles.
Maintain playbook, user guide and other data related documentation.
Minimum Qualifications:
BA/BS degree with quantitative focus or equivalent practical experience
Minimum 5 years working with SQL, query optimization, working with large datasets and schemas, scripting, regular expression building.
Minimum of 3 years of proven familiarity with data mining, analysis, and visualization; experience in manipulating and curating large, complex data from a variety of systems and creating visualizations that surface business insights.
Distinctive problem-solving and analytical skills combined with superb communication skills; demonstrated ability to convey complex concepts and solutions to all levels of an organization.
Preferred Qualifications:
Data warehousing experience (e.g. storage methods/formats, database design, usage
Experience with Extraction Transformation Load (ETL) optimization and applying business logic to data
Strong competency working in web-based tools including Google Sheets and Apps Script.
Genuine excitement and passion for developing and analyzing large, complex data sets and converting them into the information / insights that drive business decisions at all levels of the organization.
Knowledge of CRM tools, customer support applications and call center processes and data is a plus.
Familiarity working in a UNIX environment and with version control systems.