BI Architect

• Experience: 1-3 years of hands-on experience in a workforce management, scheduling, operations analytics, or business intelligence role
• WFM Fundamentals: Working knowledge of core WFM concepts including scheduling, exceptions, shrinkage, adherence, utilization, and service level
• WFM Platform Familiarity: Experience working within at least one WFM platform (e.g., Genesys, NICE, Verint, Aspect, or similar)
• Data & Reporting Skills: Demonstrated experience building dashboards or operational reports, with working knowledge of at least one BI or visualization tool (e.g., Tableau, Power BI, Looker, or similar)
• Query Proficiency: Ability to write SQL or equivalent queries to extract and structure data for reporting - candidates who rely primarily on LLM assistance to produce query code are considered, provided they can interpret, validate, and troubleshoot the output
• Data Environment Navigation: Comfortable working in or learning data lake environments; able to identify relevant tables, understand basic schema structure, and pursue access through appropriate channels independently
• Multi-Channel Monitoring: Demonstrated ability to manage and triage requests across multiple concurrent inbound channels without dropping items or missing SLAs
• Judgment Within Guidelines: Comfortable applying predefined rules and thresholds to make consistent, repeatable decisions at volume - and knowing when to escalate
• Technical Comfort: Ability to run Python scripts in an operational context, interpret their outputs, and identify when results don't look right - writing scripts from scratch is not required
• AI Tool Proficiency: Moderate-to-strong proficiency using large language models (e.g., ChatGPT, Claude, Copilot) to accelerate reporting, query development, and day-to-day analytical tasks

For applications and inquiries, contact:View email address on us.fitly.work