Data Analyst / BI Developer

Jsr Tech Consulting - Fort Washington, PA

Full-time - Mid Level

Fort Washington, PA

Professional, Scientific, and Technical Services

About the position

The Data Analyst / BI Developer role at JSR Tech Consulting involves collaborating with Genesys IVR developers to analyze and enhance the customer journey within the IVR system. The primary focus is to ensure that essential data points are tracked effectively, enabling the extraction of insights to evaluate the efficiency of the IVR experience. The candidate will identify improvement opportunities and guide development teams on necessary enhancements, leveraging their expertise in contact center processes and BI tools.

Responsibilities

• Collaborate with Genesys IVR developers to understand customer journey tracking in the IVR flow.
• Ensure necessary data points are tracked in the IVR system for effective analysis.
• 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

• 5 years of experience in Power BI management.
• Mid-level Tableau analysis skills.
• Experience with IVR and workforce management processes.
• Familiarity with common contact center processes, KPIs, and metrics.
• Working knowledge of telephony systems.

Nice-to-haves

• Experience in workforce management.