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Digitive - Newark, NJ
posted 2 months ago
Full-time - Mid Level
Hybrid - Newark, NJ
Administrative and Support Services
About the position
The BI Developer role focuses on analyzing data related to contact center processes, specifically utilizing tools like Power BI and Tableau. The position requires collaboration with Genesys IVR developers to track customer journeys and ensure data points are effectively captured to evaluate the efficiency of the IVR system. The candidate will also identify improvement opportunities and guide development teams on necessary enhancements.
Responsibilities
- Collaborate with Genesys IVR developers to understand customer journey tracking in IVR flows.
- Ensure necessary data points are tracked in the IVR flow for effective data extraction.
- Identify improvement opportunities and bottlenecks in the IVR experience.
- Guide Genesys IVR development teams on enhancements needed based on analysis.
- Utilize BI/Analytics tools to create dashboards and reports for socializing analysis.
Requirements
- Experience with Tableau and MS Power BI.
- Knowledge of contact center processes and metrics.
- Familiarity with telephony systems.
- Experience in creating dashboards and reports using BI tools.
Nice-to-haves
- Workforce management experience.
