Business Reporting Analyst

We are seeking a Business Reporting Analyst – CCaaS to support a large-scale enterprise initiative to modernize contact center operations through the implementation of a cloud-based omni-channel (CCaaS) platform .

This role will focus on transforming reporting and analytics capabilities, delivering next-generation dashboards and insights that enhance customer engagement and operational performance.

This is a high-impact opportunity supporting a major platform migration and reporting transformation , not a backfill position.

Key Responsibilities

• Designed and developed advanced Tableau dashboards to support contact center operations and leadership decision-making
• Wrote and optimized complex SQL queries to extract, transform, and analyze large datasets
• Modernized and redesigned existing dashboards , improving usability and business value
• Integrated data from multiple sources (CCaaS platforms, CRM, WFM, IVR, QA tools) into cohesive reporting solutions
• Developed new KPIs and metrics to measure contact center performance across channels
• Partnered with telephony and technical teams to align reporting with evolving platform capabilities
• Delivered a mix of strategic dashboards, standardized reporting, and ad hoc analysis
• Automated reporting processes using Python or similar tools where applicable
• Ensured data accuracy, integrity, and governance across reporting systems
• Communicated insights and recommendations to cross-functional stakeholders

Required Qualifications

• 5+ years of experience in data analytics, reporting, or business intelligence
• Advanced proficiency in:
• SQL (complex queries, data modeling, joins, transformations)
• Tableau (dashboard development and data visualization)
• Experience with contact center reporting environments
• Proven ability to redesign and modernize dashboards
• Strong analytical mindset with the ability to create new metrics and insights
• Experience working with relational databases and multi-source data environments

Preferred Qualifications

• Experience with CCaaS platforms such as:
• Genesys, NICE, Avaya, Amazon Connect, Five9, Cisco, etc.
• Knowledge of contact center metrics (e.g., AHT, SLAs, call routing, IVR reporting)
• Experience with Python (or similar) for automation
• Experience combining and normalizing data across multiple systems
• Prior experience in healthcare or highly regulated environments (nice to have, not required)

Education

• Bachelor’s degree in a related field or equivalent experience
• Advanced degree (MS) is a plus

What to Expect

• First 60–90 days :
• Learn systems, stakeholders, and current reporting landscape
• Identify reporting gaps and improvement opportunities
• Begin dashboard enhancements and redesign efforts
• Long-term involvement in a multi-year CCaaS transformation roadmap

Contract Details

• Initial 6-month contract
• Fully onsite
• Strong likelihood of extension or conversion to full-time based on performance
• Opportunity to support ongoing enterprise initiatives , expanding scope over time

Key Skills Summary

• SQL (Advanced)
• Tableau (Advanced)
• Contact Center Analytics / CCaaS
• Data Integration & Visualization
• Reporting Automation (Python preferred)
• Stakeholder Communication