Senior Contact Center Data Engineer

Why Join GEICO At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive on relentless innovation to exceed our customers' expectations while making a real impact on local communities nationwide. Founded in 1936, GEICO is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the United States. When you join our company, we want you to feel valued, supported, and proud to work here. That's why we offer the GEICO Pledge: Great Company, Great Culture, Great Rewards, and Great Careers. The Senior Contact Center Data Engineer I is a senior individual contributor responsible for building scalable analytics solutions, guiding complex analysis, and helping mature the contact center analytics capability. This role supports contact center operations, interactive voice response (IVR), automation, workforce management, product, technology, and data governance partners. This position carries greater ownership for complex data solutions, deeper technical troubleshooting, stronger proactive issue detection, and a higher expectation to mentor junior engineers and influence analytics standards across the team. This is a hybrid position, requiring on-site presence 2-3 days a week at one of the following locations: Dallas, TX; Palo Alto, CA; Bethesda, MD. Key Responsibilities Independently design, develop, test, deploy, and maintain complex data structures, enterprise reports, dashboards, analytical systems, and software that support operational and strategic decision-making. Lead analysis of contact center, IVR, digital, cloud, customer, workforce, and operational data to identify root causes, quantify business impact, and recommend practical actions. Build, enhance, and troubleshoot reporting and monitoring solutions using Power BI, SQL, Amazon QuickSight, Amazon CloudWatch, and other approved analytics, cloud, and data visualization tools. Proactively identify emerging business or system issues by monitoring data patterns, anomalies, customer contact behavior, IVR performance, containment, transfers, service levels, handle time, and other operational indicators. Partner with operations, workforce management, IVR, automation, product, engineering, data architecture, data science, and governance teams to translate complex business problems into scalable technical solutions. Research and query new internal and external, structured and unstructured data sources to expand reporting capabilities, improve data availability, and strengthen business intelligence solutions. Assess and cultivate longer-term 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 practices for assigned subject areas. Protect sensitive data, support appropriate data classification and access controls, and ensure analytics assets align with governance and quality expectations. Instruct, review, and coach junior Data Analytics Engineers by providing technical guidance, reviewing work, reinforcing best practices, and helping the team solve complex problems more consistently. Communicate complex insights clearly to technical and non-technical stakeholders, using strong business context and data storytelling to influence decisions. Required Qualifications 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. 3+ years of experience with a BA/BS degree or 5+ years of equivalent experience. Ability to operate independently, manage complex priorities, review technical work, and communicate clearly across business and technology audiences. BA/BS degree in computer science, statistics, analytics, operations research, economics, mathematics, business, or a related field. Preferred Qualifications 3+ years of experience developing business intelligence reporting or data visualizations in Power BI, Amazon QuickSight, Tableau, or similar tools. 1+ years of experience with data engineering or systems design concepts, such as entity relationship diagrams, unified modeling language, topology diagrams, or similar design practices. Experience supporting contact center, IVR, customer service, workforce management, automation, digital servicing, insurance, or financial technology environments. Experience using Amazon CloudWatch or similar monitoring tools to identify operational, system, or service anomalies. Experience working in Agile delivery environments and mentoring or coaching less-experienced analysts or engineers. Annual Salary $104,550.00 - $172,200.00 The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations. At this time, GEICO will not sponsor a new applicant for employment authorization for this position. The GEICO Pledge Great Company: Protecting customers through life’s twists and turns with innovation and integrity. Great Careers: Personalized development programs, mentorship, and certification assistance. Great Culture: Inclusive and collaborative culture rooted in shared success. Great Rewards: Competitive pay, benefits, and flexibility to support your well-being and future. The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled. GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants. #J-18808-Ljbffr GEICO