Analysis Skills, Avaya Software, Call Center Operations, Call Centers, Call Routing, Cisco Network Systems, Cloud Computing, Content Management Systems (CMS), Customer Relationship Management (CRM), Data Analysis, Design Document, Genesys Solutions, Metrics, Microsoft Visual Basic for Applications (VBA), Operational Audit, Performance Analysis, Python Programming/Scripting Language, Quality Assurance, R Programming Language, Reporting Skills, Scripting (Scripting Languages), Validation Testing, Voice Response Systems
The ideal candidate has strong analytical skills, proficiency with contact center technologies, and the ability to analyze data across multiple sources and present it in a clear, impactful way.
Preferred:
Experience with Genesys Cloud CX, NICE inContact, Avaya CMS, Amazon Connect, or similar. Knowledge of call routing, IVR reporting, and contact center operational metrics.
Familiarity with scripting or automation tools (Python, R, VBA).
Must have skills: Knowledge of call routing, IVR reporting, and contact center operational metrics. Familiarity with scripting or automation tools (Python, R, VBA).
Systems & Platforms:
Work with data from contact center platforms such as Genesys, NICE inContact, Avaya, Five9, Amazon Connect, CISCO or similar.
Integrate data from multiple sources (WFM tools, CRM, IVR, QA platforms) to create comprehensive reports.
What you will do
- Effectively translate end user reporting requirements into design documents; conduct report testing and validation
- Responsible for data analysis across multiple systems; and defining data relationships and requirements for data repository
- Develop new metrics to assess operational performance. Create, maintain, optimize and support new and existing reports