Senior Contact Center Data Engineer

Design, develop, test, deploy, and maintain complex data structures, enterprise reports, dashboards, analytical systems, and software. Lead analysis of contact center, IVR, digital, cloud, customer, workforce, and operational data. Build, enhance, and troubleshoot reporting and monitoring solutions using Power BI, SQL, Amazon QuickSight, Amazon CloudWatch, and other approved tools. Identify emerging business or system issues by monitoring data patterns, anomalies, customer contact behavior, IVR performance, containment, transfers, service levels, and handle time. Partner with operations, workforce management, IVR, automation, product, engineering, data architecture, data science, and governance teams. Query new internal and external structured and unstructured data sources to expand reporting and business intelligence capabilities. Assess opportunities for business intelligence, automation, self-service improvement, and proactive performance management. Improve development practices, reporting standards, metric definitions, documentation, validation routines, governance controls, and data stewardship. Protect sensitive data and ensure analytics assets align with governance and quality expectations. Instruct, review, and coach junior Data Analytics Engineers. Communicate complex insights clearly to technical and non-technical stakeholders. Requirements 3+ years of experience in business analytics, data analytics, product analytics, operations analytics, or a related analytical role. 3+ years of experience querying complex systems using SQL and performing data analysis. 3+ years of experience using analytical or programming languages such as Python, R, SAS, .NET, M, or DAX. 2+ years of experience using source control, DevOps tools, or collaborative development practices. 1+ years of experience with big data or cloud-based technologies such as Snowflake, Hive, Spark, Hadoop, Azure, AWS, or similar platforms. BA/BS degree with 3+ years of experience or 5+ years of equivalent experience. BA/BS degree in computer science, statistics, analytics, operations research, economics, mathematics, business, or a related field. Ability to operate independently, manage complex priorities, review technical work, and communicate clearly across business and technology audiences. Preferred: 3+ years of experience developing business intelligence reporting or data visualizations in Power BI, Amazon QuickSight, Tableau, or similar tools. Preferred: 1+ years of experience with data engineering or systems design concepts. Preferred: Experience supporting contact center, IVR, customer service, workforce management, automation, digital servicing, insurance, or financial technology environments. Preferred: Experience using Amazon CloudWatch or similar monitoring tools. Preferred: Experience working in Agile delivery environments and mentoring or coaching less-experienced analysts or engineers. At this time, GEICO will not sponsor a new applicant for employment authorization for this position. Core Competencies Demonstrates expertise in data analytics, business intelligence, and reporting, with proficiency in SQL, Power BI, and cloud technologies. Capable of leading analytical projects, mentoring junior team members, and communicating insights effectively to diverse stakeholders. #J-18808-Ljbffr Jobtailor