Business Analyst, Analytics and Automation

Role Overview

• Own, maintain, and continuously improve the contact center Power BI reporting ecosystem: dashboards, data models, pipelines, and KPI frameworks.
• Build and manage Power BI REST API integration with Genesys Cloud to automate data ingestion and reduce manual extraction.
• Embed AI-driven insights into dashboards -surfacing anomalies, trends, and recommendations directly in executive reporting views.
• Establish and enforce a data dictionary and reporting standards; ensure every metric presented to leadership is defined, documented, and validated.
• Own the analytics roadmap: prioritize, design, and deliver new reporting capabilities in alignment with Director and leadership needs.
• Audit all existing WFM and operational reporting for accuracy and integrity: identify undocumented anomalies, incorrect logic, and unvalidated assumptions (e.g., abandonment rate exclusion windows, schedule adherence calculation gaps).
• Investigate operational data anomalies end-to-end: root cause identification, stakeholder communication, and resolution.
• Partner with WFM team, Team Leaders, and Genesys Administrators to validate data at the source and ensure consistency across reporting layers.
• Build and maintain data quality monitoring, including proactive alerting when key metrics fall outside expected ranges.
• Develop deep expertise in contact center planning and forecasting models, become the go-to resource for capacity planning data, volume trend analysis, and staffing scenario modeling.
• Build analytical frameworks that support forecasting accuracy reviews, staffing efficiency analysis, and SLA performance tracking.
• Support WFM Senior Manager and team with data-driven inputs for scheduling optimization and workforce planning.
• Analyze queue performance, agent adherence, and real-time operational data to surface actionable intelligence for leadership.
• Identify and eliminate manual reporting processes and build automated pipelines that free WFM and operations teams from ad hoc data assembly.
• Design and implement reporting automation using Power BI, Power Automate, and Genesys data APIs aiming for outputs to be ready for executive consumption without manual intervention.
• Evaluate and recommend new analytics tools, AI capabilities, and integration opportunities that advance the function's data maturity.
• Other duties as needed.

Requirements

• 5+ years of relevant work experience in a business analyst, data analyst, or reporting/analytics role.
• Advanced Power BI development: data modeling, DAX, Power Query, REST API integration, and dashboard design.
• Demonstrated ability to own analytics infrastructure end-to-end: from data source to executive dashboard.
• Strong data investigation skills: comfortable tracing anomalies through multiple systems to root cause.
• Experience with contact center or operational analytics environments strongly preferred.
• Working knowledge of forecasting and capacity planning concepts (volume trending, Erlang modeling, staffing scenarios).
• High accountability orientation owns outcomes, not just tasks; follows through without being chased.
• Strong written and verbal communication skills; able to present data findings to Director and SVP-level audiences.
• Ability to manage multiple priorities independently in a fast-paced environment.
• High attention to detail and commitment to data accuracy and reliability.
• Bachelor's degree in Information Systems, Business Analytics, Computer Science, or related field.

Tech Stack

• Assembly
• Cloud
• Erlang

Benefits

• Paid Time Off (PTO)
• medical
• dental
• vision
• 401(k) with match
• robust EAP
• wellness program
• and much more