Business Reporting Analytics

Title: Business Reporting Analytics

Location: Newark CA (onsite and possibly hybrid)

CLIENT WILL CONDUCT A ONE-HOUR onsite interview

The Reporting Analyst for Contact Center Platforms is responsible for designing developing and maintaining reporting solutions that provide actionable insights into contact center performance. This role supports operational leaders workforce management and business stakeholders by translating raw data into meaningful metrics dashboards and reports.

The ideal candidate has strong analytical skills proficiency with contact center technologies and the ability to analyze data across multiple sources and present it in a clear impactful way.

Preferred:
Experience with Genesys Cloud CX NICE inContact Avaya CMS Amazon Connect or similar. Knowledge of call routing IVR reporting and contact center operational metrics.
Familiarity with scripting or automation tools (Python R VBA).

Systems & Platforms:
Work with data from contact center platforms such as Genesys NICE inContact Avaya Five9 Amazon Connect CISCO or similar.
Integrate data from multiple sources (WFM tools CRM IVR QA platforms) to create comprehensive reports.

What you will do

• Effectively translate end user reporting requirements into design documents; conduct report testing and validation
• Responsible for data analysis across multiple systems; and defining data relationships and requirements for data repository
• Develop new metrics to assess operational performance. Create maintain optimize and support new and existing reports

Required Knowledge Skills and Abilities:

Any technology the candidate needs to have knowledge of: Experience with Genesys Cloud CX NICE inContact Avaya CMS Amazon Connect or similar

Must have skills: Knowledge of call routing IVR reporting and contact center operational metrics. Familiarity with scripting or automation tools (Python R VBA).