Own all data analytics and reporting for the Operations team, turning messy data into clear, easy-to-read business insights.
Design and maintain self-service tools and dashboards—ideally using Tableau —to help leadership track performance at a glance.
Use SQL (SSMS or Teradata) to pull, clean, and organize data, ensuring all reports are accurate and up to date.
Use Cisco ICM to manage and improve call routing and IVR strategies.
Work with systems like CTI, Google Contact Center AI (CCAI), and Outbound Dialers to keep the operation running efficiently.
Use your data findings to suggest changes to the IVR or routing that will save costs or help generate more revenue.
Create simple business cases that show how your technical changes are helping the bottom line and improving the customer experience.

Experience with IVR, Cisco UCCE, or Google CCAI platforms.
Experience with Cisco ICM Scripting or Python
Experience with Visual Basic for Applications (VBA) and Macros
Experience with SQL Reporting and Data Visualization such as Tableau, Power BI, etc.
Bachelor’s degree or four or more years of work experience.
Six or more years of relevant experience demonstrated through work, military experience, or specialized training.

Senior Call Routing Engineer

Key skills