Analyze contact center data to identify trends, inefficiencies, and improvement opportunities
Lead the development and automation of performance dashboards, scorecards, and KPI reporting across AI, RPA, and digital initiatives
Translate complex data into clear insights and visualizations that inform strategic decision-making at the leadership level
Define, track, and validate value realization metrics for automation programs
Integrate and analyze data across Salesforce, Five9, Verint Cloud, and AI platforms
Conduct advanced analytics to identify automation opportunities and performance trends
Partner with product, technology, and operations teams to define and evolve the automation analytics roadmap
Streamline analytics and reporting processes through automation using Power BI, SQL, Python, and Tableau
Support quarterly business reviews, automation performance reviews, and Quantum Leap transformation updates
Champion data quality, consistency, and governance across CXO reporting assets

Requirements

Degree or equivalent
7+ years of relevant experience in data analytics
Proven experience supporting Contact Center analytics
Strong understanding of Contact Center KPIs and metrics
Proficiency in Power BI, Tableau, SQL, and data modeling
Experience with RPA platforms (UiPath, Blue Prism), AI/Chatbot analytics, or Verint/Five9 data integration
Demonstrated ability to communicate analytical insights effectively to non-technical and executive audiences
Knowledge of machine learning and AI applications in contact centers

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analyticsperformance dashboardsKPI reportingadvanced analyticsdata modelingmachine learningAI applicationsautomationRPAdata integration

Soft Skills

communicationstrategic decision-makingleadershipcollaborationdata quality governance

Certifications

degree or equivalent