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

Qualification:

• This is a 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:
• Data platforms (Snowflake, SQL, ETL frameworks)
• Reporting tools (Tableau, Excel, Power BI)
• Contact center technologies (Genesys preferred)
• 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