Data Analyst

• Data Analyst (Contact Center Analytics)Job Title: Data AnalystEmployment Type: Full-TimeLocation: Phoenix, AZ | Charlotte, NC | Sunrise, FL (USA)Work Authorization: USC/Green card onlyWe are looking for an experienced Data Analyst with 6–9 years of experience in data analysis, reporting, and automation. The ideal candidate should have strong expertise in SQL, Python and/or Java, data visualization, and data warehousing concepts. Candidates with experience supporting Call Center/Contact Center operations and working with cloud platforms such as AWS, GCP, or Azure will be preferred.

In this role, you will collaborate with business, operations, and technology teams to develop dashboards, automate reporting, analyze operational performance, and provide actionable business insights.

Key Responsibilities

• Analyze large datasets to identify business trends, patterns, and insights.
• Develop and maintain dashboards, reports, and data models using Power BI or Tableau.
• Create automation scripts using Python and/or Java to streamline reporting and data processing.
• Write and optimize complex SQL queries for data extraction and analysis.
• Support ETL processes, data validation, cleansing, and integration activities.
• Work closely with Contact Center Operations, Business, and Technology teams to understand reporting requirements.
• Analyze Contact Center operational KPIs, including:
• Average Handle Time (AHT)
• Service Level (SLA)
• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Occupancy
• Workforce Management (WFM) metrics
• Perform root cause analysis and provide recommendations for operational improvements.
• Collaborate with engineering and cloud teams on data migration and analytics initiatives.
• Ensure data quality, governance, and compliance with organizational standards.
• Participate in Agile development processes and support implementation and integration activities.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, Statistics, Mathematics, or a related field.6–9 years of experience as a Data Analyst.
• Strong proficiency in SQL and relational databases.
• Hands-on experience with Python and/or Java.
• Experience with Power BI or Tableau.
• Good understanding of Data Warehousing and ETL concepts.
• Experience working in Agile environments.
• Strong analytical, problem-solving, and communication skills.

Preferred Skills

• Experience with Contact Center platforms such as Genesys, Five9, NICE, Avaya, Cisco, or Amazon Connect.
• Exposure to Google Cloud Platform (GCP), AWS, or Microsoft Azure.
• Experience with cloud-based analytics and data services.
• Knowledge of Contact Center operations and Workforce Management processes.
• Familiarity with AI/ML-based analytics and reporting solutions.
• Experience supporting integration and implementation projects.