Contact Center Business Data Analyst

We’re looking for a senior-level Business Systems Analyst to help lead large-scale initiatives focused on contact center technology, analytics, and operational improvement. This is a highly visible role that partners across business and technology teams to deliver data-driven solutions that improve customer experience, reporting capabilities, and operational performance. This individual will serve as a strategic partner to leadership while driving enterprise initiatives involving analytics, systems integration, reporting modernization, and process optimization within a complex contact center environment. The ideal candidate is comfortable operating independently, influencing technical direction, and collaborating with stakeholders across multiple business areas. No third party candidates accepted for this position. No sponsorship is available. Job Duties Lead enterprise contact center initiatives focused on analytics, systems optimization, reporting modernization, and operational transformation Partner with business leaders, IT teams, and vendors to align technical solutions with organizational goals and delivery priorities Develop and support scalable reporting and analytics solutions using tools such as Tableau, Snowflake, and Excel while ensuring data quality and governance standards Analyze customer interaction, IVR, routing, and operational data to identify trends, improve service performance, and enhance customer experience Translate complex business requirements into actionable technical and analytical solutions that improve efficiency, scalability, and automation Provide leadership, mentorship, and strategic guidance to cross-functional teams while supporting roadmap planning, issue resolution, and continuous improvement initiatives Qualifications 3‑month contract to hire opportunity requiring four days onsite Strong experience as a Senior or Lead Business Systems Analyst in enterprise environments Background supporting contact center operations, reporting, or analytics initiatives Experience working with contact center platforms such as Genesys or similar technologies Advanced experience with reporting and analytics tools including Tableau, Snowflake, and Excel Understanding of data integration, reporting frameworks, and governance practices Proven ability to manage complex initiatives and work across technical and business teams Strong communication, facilitation, and stakeholder management skills Experience Typically 5–8+ years of experience in business systems analysis, data analytics, or related roles Proven experience leading large-scale, cross-functional projects Demonstrated ability to influence stakeholders and drive outcomes without direct authority Technical Expertise Advanced proficiency with: Reporting tools (Tableau, Excel, Power BI) Understanding of: IVR systems, call routing, and workforce optimization End-to-end customer journey analytics Leadership & Communication Strong leadership, mentoring, and coaching capabilities Excellent communication skills with the ability to translate technical concepts into business insights Experience presenting to senior leadership and influencing decision-making #J-18808-Ljbffr w3r Consulting