Data Analyst BI Developer Position

1 day ago


Newark, New Jersey, United States Hire Talent Full time

Job Title: Data Analyst
Level of Experience: 3-5 years

Description: Data Analyst/BI developer needed to work with Genesys IVR developers to understand how they are tracking the customer journey in the IVR flow to ensure the necessary data points are tracked in the appropriate parts of the flow. This is to ensure that we can later extract the data to understand if the IVR is providing an efficient experience to the caller. If not, the candidate needs to be able to identify improvement opportunities and guide the Genesys IVR dev teams on what enhancements are needed.

Candidate should have experienced all common contact center processes, KPIs and metrics and be familiar with telephony systems. Should also have a working knowledge of BI/Analytics tools (PowerBI/Tableau) for creation of dashboards, reports, etc in order to be able to clearly socialize analysis. Workforce management experience is a plus.


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