Data analyst

Key Responsibilities:

• Design and maintain interactive dashboards and visualizations using BI tools such as Tableau and Power BI, delivering real-time visibility into system performance, call flows, and key KPIs (e.g., queue times, transfer rates, IVR drop-offs, SLA compliance).
• Prepare and deliver weekly executive performance summaries for program leadership, covering system health, user adoption metrics, agent performance insights, issue tracking, and data quality trends to support transparent decision-making.
• Conduct data-driven root cause analysis to identify and differentiate performance issues caused by user errors, system bugs, or unidentified anomalies, using logs, Genesys Cloud CX APIs, and event telemetry for end-to-end diagnostic clarity.
• Analyze agent behavior and performance trends, including AHT, ACW, adherence, idle time, and call transfer patterns highlighting inefficiencies, compliance gaps, and coaching opportunities through interaction data and behavioral segmentation.
• Implement robust data integrity checks and reconciliation routines to ensure alignment across legacy and cloud platforms, flagging and addressing any discrepancies during the cutover and post-migration phases.
• Collaborate with engineers, QA, product managers, and platform teams to understand instrumentation and data pipeline framework to support with deep analytics.
• Execute complex SQL queries on Oracle and cloud-based data warehouses to extract, transform, and analyze large-scale interaction, routing, and agent performance data from Genesys Cloud, A3S, and Siebel, ensuring data reliability, completeness, and consistency by proactively identifying and resolving issues such as missing records, schema mismatches, and timestamp discrepancies.