Lead Contact Center Data & Reporting Engineer
ALLTECH CONSULTING SVC INC
Contact Center is looking to recruit talent to support the Reporting Cloud Transformation initiative. Candidate should have vast experience working with design and implementation of Reporting as it relates to IVR and Routing call flows and service integration supporting various line of businesses including mortgage, banking, and brokerage. Responsibilities will include: Collaborate with stakeholders to understand business processes and design solutions that optimize customer and agent experiences. Stay abreast of Genesys PureCloud and Power BI updates and features to leverage new capabilities in design. Design, implement, and ensure integration and interoperability between Genesys and Power BI systems or applications IVR, Salesforce Desktop, Call Recording, Workforce Management, and other channels (chat, email, etc.) Translate reporting requirements into actual code/configuration. Take an active role in defining customer and agent experience with tech and business. Implement and enforce best practices with the team for code quality, testing, and deployment. Document configurations for execution and knowledge sharing. Required Skills: 7-10 years hands on experience with snowflake, SQL server, including data modeling, performance tuning, Data Visualization and working with structured/semi-structured data. It also includes data extraction, transformation, and analysis. Proficient in designing and managing data end to end ETL pipelines using IDMC / Spring batch/Autosys. Experience integrating data from diverse sources like Genesys Cloud, Salesforce and APIs provided any internal / externals systems. This includes monitoring, debugging, and optimizing data flows. Proficient to cloud services for data ingestion and automation data tasks using scripting (python) or orchestration tools. Exposure to data quality, governance & automation. Experience with Grafana / Elastic for real time dashboard and expertise in Power BI for dashboard creation, DAX, power query, modelling. Exposure to work on creating AI insights from structured / semi-structured data. Familiarity with RAG architecture for combining LLMs with enterprise data sources Snow Flake and prompt engineering. Strong programming skills, preferably in languages such as Java, Python Knowledge on Genesys PureCloud APIs and SDKs, Architect Flow Hands on experience with large-scale platform transformation and management of multiple competing development projects Experience with operating in an agile development framework. Excellent communication skills, listening skills, influencing and negotiation skills. Ability to develop and foster relationships with resources outside of direct control. Bachelor’s or Master’s degree in computer science, Information Systems, or related field #J-18808-Ljbffr ALLTECH CONSULTING SVC INC
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