Analytics Engineer
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Do NOT repeat the job title as a heading. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. We need to parse the posting: It includes: - Intro about Cricut (company description). Could be "About the role"? Actually "About the role" would be description of role. The intro about Cricut is more about company. Could be "About the role" maybe includes both? But we can treat "About the role" as the description paragraph(s) that explain the role: "The Analytics Engineer combines data engineering and data analysis..." etc. So we can put that under
About the role
withcontaining that paragraph. Then we have "Key Responsibilities" with sub-bullets grouped under headings: Data Engineering & Data Management, End-to-End Contact Center Data & Analytics, Contact Center Performance Analysis & Insights, Customer Behavior & Experience Analytics, Forecasting & Volume Modeling, Continuous Improvement. Those are subheadings within responsibilities. The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we likely should have a top-level Responsibilities
and then under that we can have maybe or just - with the bullet points. But they only said use
for section headings; they didn't forbid other headings like . But to be safe, we can keep only sections. Could combine responsibilities into one Responsibilities
and then list all responsibilities as - items, possibly grouping with or just plain text. However they said "Use
- for any list of duties/requirements/benefits". So we can have a
with each duty as - . The subheadings like "Data Engineering & Data Management" could be part of the
- text (maybe bold). That's acceptable.
Similarly "Qualifications" section: we have Bachelor’s degree..., 3-5 years..., Strong SQL skills..., Experience working with data from contact center systems..., Solid understanding..., Experience with data visualization tools..., Strong analytical thinking..., Experience with ETL/ELT tools..., Preferred Qualifications... The "Preferred Qualifications" could be part of Qualifications section as additional bullet points.
We also have "Additional Information" with "We’ve Got You Covered" describing benefits: competitive Medical, Dental, Vision coverage, 401(k) match, generous PTO, tuition reimbursement, yearly lifestyle stipend, exclusive employee discounts. Also mention "relocation assistance". Also mention "One More Thing (It’s a Big One) This role is in-office at least 4–5 days per week." That's schedule info. Also "Relocation Statement: • This position is eligible for relocation assistance." So we have schedule (in-office 4-5 days per week) and benefits (medical etc). Also maybe "Pay" not mentioned. So we should not create Pay section.
Thus we can have sections: About the role, Responsibilities, Qualifications, Benefits, Schedule. Possibly also "Skills" but we can incorporate skills into Qualifications or Responsibilities. The instruction says prefer a few substantive sections over many thin ones. So we can combine Skills into Qualifications.
We must not include boilerplate like EEO, equal opportunity, criminal background check, E-Verify, application instructions (Please attach your resume...), "What to Do Next:", "Cricut® is an equal opportunity employer..." etc. Also remove "A Quick Note Before You Apply…", "One More Thing (It’s a Big One)"? Actually that contains schedule info (in-office). We need to keep schedule info but can embed in Schedule section. The "One More Thing" also includes statement about remote vs in-office. We'll keep that as schedule.
Also "Relocation Statement:" is part of benefits? Could be part of Benefits or separate. We'll include relocation assistance under Benefits.
Now we need to output only HTML fragment, no /, no markdown fences.
Let's craft:
About the role
The Analytics Engineer combines data engineering and data analysis to provide dedicated analytics support for the Customer Care organization while reporting to the Corporate Business Intelligence team. This role manages the full lifecycle of Customer Care data—from sourcing, integrating, and transforming data across multiple support systems into reliable analytical datasets, to analyzing that data and delivering actionable insights that support operational and business decisions. Working closely with Customer Care leaders and the Business Intelligence team, this role builds and maintains the data foundations, reporting, dashboards, and analytical solutions needed to improve Contact Center performance and customer experience. The Analytics Engineer proactively identifies data and reporting needs, recommends analytical solutions, and drives continuous improvement through scalable, reliable, and actionable data.
Responsibilities
- Data Engineering & Data Management: Design, build, and maintain analytical tables and datasets used for reporting, dashboards, and forecasting. Ingest and transform raw data from contact center systems (e.g., ACD, CRM, ticketing, chat, email) into clean, structured datasets. Ensure data accuracy, consistency, and integrity across multiple source systems. Optimize table structures and queries for performance and scalability. Document data definitions, transformation logic, and assumptions to support transparency and reuse. Develop and apply AI models to analyze customer contact transcripts, surveys, and other feedback sources, identifying key trends, themes, and actionable insights that inform business and customer experience decisions.
- End-to-End Contact Center Data & Analytics: Own the end-to-end analytics workflow for Contact Center data: source systems → ELT to Datalake → dim/fact table → transformed analytical tables → reports/dashboards → insights. Work with data from multiple Contact center platforms, including ACD, CRM, ticketing systems, chat, and other digital interaction tools. Translate reporting and analytics needs into scalable data models and analytical outputs. Ensure that insights are built on consistent, well-defined, and trusted data sources.
- Contact Center Performance Analysis & Insights: Analyze Contact Center performance across key operational metrics, including service level, ASA, AHT, contact volume, abandonment, occupancy, shrinkage, and adherence. Develop and maintain recurring and ad-hoc reports and dashboards for operational teams and leadership. Identify trends, risks, and opportunities impacting efficiency and service performance. Perform root cause analysis to explain performance gaps and operational challenges. Measure the impact of operational initiatives using before-and-after analysis and ongoing performance tracking.
- Customer Behavior & Experience Analytics: Analyze customer interaction data across channels to understand contact drivers, behavior patterns, and end-to-end journeys. Track and interpret customer experience metrics such as CSAT, NPS, FCR, repeat contacts, and transfers. Identify drivers of customer dissatisfaction, high contact volume, long handle times, and repeat contacts. Translate analytical findings into insights that support improvements in self-service, agent workflows, and process design. Build dashboards and analyses that connect customer behavior to operational and business outcomes.
- Forecasting & Volume Modeling: Develop, maintain, and refine forecasting models to predict contact volume by channel and contact reason. Validate forecasts against actual results and identify drivers of variance. Continuously improve forecast accuracy using historical data and trend analysis.
- Continuous Improvement: Identify opportunities to automate manual reporting and improve data workflows. Recommend enhancements to data architecture and analytical models to better support contact center analytics. Contribute to data governance, documentation standards, and analytics best practices.
Qualifications
- Bachelor’s degree in Data Science, Computer Science, Statistics, Information Systems, Business Analytics or equivalent experience.
- 3 – 5 years of experience in data analytics, analytics engineering, or a related role.
- Strong SQL skills, including creating and maintaining tables, views, and transformations.
- Experience working with data from contact center systems such as ACD, CRM, ticketing platforms, or chat tools (preferred).
- Solid understanding of contact center metrics and performance drivers.
- Experience with data visualization tools such as Domo, Tableau, Power BI, or similar.
- Strong analytical thinking, attention to detail, and problem-solving skills.
- Experience with ETL/ELT tools and data pipelines.
- Preferred: Experience with data warehousing concepts and basic dimensional modeling.
- Preferred: Experience working with large datasets and multiple source systems.
- Preferred: Exposure to cloud data platforms such as AWS, Snowflake, BigQuery.
- Preferred: Strong problem-solving and analytical skills.
- Preferred: Ability to translate complex data into clear, actionable insights.
Benefits
- Competitive Medical, Dental, and Vision coverage.
- 401(k) match.
- Generous PTO.
- Tuition reimbursement.
- Yearly lifestyle stipend to support wellness and passions.
- Exclusive employee discounts.
- Relocation assistance available for this position.
Schedule
This role is in‑office at least 4–5 days per week.
We must ensure no filler like "commensurate with experience". Not present.
Check for any duplicated lines: we removed application instructions, EEO, etc.
We kept all substantive info: company description? Actually we omitted the introductory paragraph about Cricut empowering people etc. That is substantive but not about the role. Should we include it? The instruction says preserve ALL substantive information. The intro about Cricut is substantive. Where to put? Could be part of About the role or maybe a separate section like "About Cricut". But they only gave examples of headings; we could add an About Cricut
if we want. However they said use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). That list is examples, not exclusive. So we could add About Cricut. But they said prefer a few substantive sections over many thin ones. Adding About Cricut would be another section. However the intro is about the company mission, which is relevant. Could we incorporate it into About the role? The About the role section currently contains description of the role. We could prepend the company description to that paragraph. That would preserve info without extra section. That seems acceptable: combine company overview with role description.
Thus modify About the role paragraph to include the initial sentences about Cricut.
Let's craft:
Cricut® empowers people to make and personalize almost anything—from custom cards and apparel to everyday items and home décor. Our smart cutting machines, design apps, and materials make creativity easy and accessible for everyone. We believe everyone is born creative, and our mission is to put the power
- with the bullet points. But they only said use
for section headings; they didn't forbid other headings like
. But to be safe, we can keep only
sections. Could combine responsibilities into one
Responsibilities
and then list all responsibilities as- items, possibly grouping with or just plain text. However they said "Use
- for any list of duties/requirements/benefits". So we can have a
- with each duty as
- . The subheadings like "Data Engineering & Data Management" could be part of the
- text (maybe bold). That's acceptable.
Similarly "Qualifications" section: we have Bachelor’s degree..., 3-5 years..., Strong SQL skills..., Experience working with data from contact center systems..., Solid understanding..., Experience with data visualization tools..., Strong analytical thinking..., Experience with ETL/ELT tools..., Preferred Qualifications... The "Preferred Qualifications" could be part of Qualifications section as additional bullet points.
We also have "Additional Information" with "We’ve Got You Covered" describing benefits: competitive Medical, Dental, Vision coverage, 401(k) match, generous PTO, tuition reimbursement, yearly lifestyle stipend, exclusive employee discounts. Also mention "relocation assistance". Also mention "One More Thing (It’s a Big One) This role is in-office at least 4–5 days per week." That's schedule info. Also "Relocation Statement: • This position is eligible for relocation assistance." So we have schedule (in-office 4-5 days per week) and benefits (medical etc). Also maybe "Pay" not mentioned. So we should not create Pay section.
Thus we can have sections: About the role, Responsibilities, Qualifications, Benefits, Schedule. Possibly also "Skills" but we can incorporate skills into Qualifications or Responsibilities. The instruction says prefer a few substantive sections over many thin ones. So we can combine Skills into Qualifications.
We must not include boilerplate like EEO, equal opportunity, criminal background check, E-Verify, application instructions (Please attach your resume...), "What to Do Next:", "Cricut® is an equal opportunity employer..." etc. Also remove "A Quick Note Before You Apply…", "One More Thing (It’s a Big One)"? Actually that contains schedule info (in-office). We need to keep schedule info but can embed in Schedule section. The "One More Thing" also includes statement about remote vs in-office. We'll keep that as schedule.
Also "Relocation Statement:" is part of benefits? Could be part of Benefits or separate. We'll include relocation assistance under Benefits.
Now we need to output only HTML fragment, no /, no markdown fences.
Let's craft:
About the role
The Analytics Engineer combines data engineering and data analysis to provide dedicated analytics support for the Customer Care organization while reporting to the Corporate Business Intelligence team. This role manages the full lifecycle of Customer Care data—from sourcing, integrating, and transforming data across multiple support systems into reliable analytical datasets, to analyzing that data and delivering actionable insights that support operational and business decisions. Working closely with Customer Care leaders and the Business Intelligence team, this role builds and maintains the data foundations, reporting, dashboards, and analytical solutions needed to improve Contact Center performance and customer experience. The Analytics Engineer proactively identifies data and reporting needs, recommends analytical solutions, and drives continuous improvement through scalable, reliable, and actionable data.
Responsibilities
- Data Engineering & Data Management: Design, build, and maintain analytical tables and datasets used for reporting, dashboards, and forecasting. Ingest and transform raw data from contact center systems (e.g., ACD, CRM, ticketing, chat, email) into clean, structured datasets. Ensure data accuracy, consistency, and integrity across multiple source systems. Optimize table structures and queries for performance and scalability. Document data definitions, transformation logic, and assumptions to support transparency and reuse. Develop and apply AI models to analyze customer contact transcripts, surveys, and other feedback sources, identifying key trends, themes, and actionable insights that inform business and customer experience decisions.
- End-to-End Contact Center Data & Analytics: Own the end-to-end analytics workflow for Contact Center data: source systems → ELT to Datalake → dim/fact table → transformed analytical tables → reports/dashboards → insights. Work with data from multiple Contact center platforms, including ACD, CRM, ticketing systems, chat, and other digital interaction tools. Translate reporting and analytics needs into scalable data models and analytical outputs. Ensure that insights are built on consistent, well-defined, and trusted data sources.
- Contact Center Performance Analysis & Insights: Analyze Contact Center performance across key operational metrics, including service level, ASA, AHT, contact volume, abandonment, occupancy, shrinkage, and adherence. Develop and maintain recurring and ad-hoc reports and dashboards for operational teams and leadership. Identify trends, risks, and opportunities impacting efficiency and service performance. Perform root cause analysis to explain performance gaps and operational challenges. Measure the impact of operational initiatives using before-and-after analysis and ongoing performance tracking.
- Customer Behavior & Experience Analytics: Analyze customer interaction data across channels to understand contact drivers, behavior patterns, and end-to-end journeys. Track and interpret customer experience metrics such as CSAT, NPS, FCR, repeat contacts, and transfers. Identify drivers of customer dissatisfaction, high contact volume, long handle times, and repeat contacts. Translate analytical findings into insights that support improvements in self-service, agent workflows, and process design. Build dashboards and analyses that connect customer behavior to operational and business outcomes.
- Forecasting & Volume Modeling: Develop, maintain, and refine forecasting models to predict contact volume by channel and contact reason. Validate forecasts against actual results and identify drivers of variance. Continuously improve forecast accuracy using historical data and trend analysis.
- Continuous Improvement: Identify opportunities to automate manual reporting and improve data workflows. Recommend enhancements to data architecture and analytical models to better support contact center analytics. Contribute to data governance, documentation standards, and analytics best practices.
Qualifications
- Bachelor’s degree in Data Science, Computer Science, Statistics, Information Systems, Business Analytics or equivalent experience.
- 3 – 5 years of experience in data analytics, analytics engineering, or a related role.
- Strong SQL skills, including creating and maintaining tables, views, and transformations.
- Experience working with data from contact center systems such as ACD, CRM, ticketing platforms, or chat tools (preferred).
- Solid understanding of contact center metrics and performance drivers.
- Experience with data visualization tools such as Domo, Tableau, Power BI, or similar.
- Strong analytical thinking, attention to detail, and problem-solving skills.
- Experience with ETL/ELT tools and data pipelines.
- Preferred: Experience with data warehousing concepts and basic dimensional modeling.
- Preferred: Experience working with large datasets and multiple source systems.
- Preferred: Exposure to cloud data platforms such as AWS, Snowflake, BigQuery.
- Preferred: Strong problem-solving and analytical skills.
- Preferred: Ability to translate complex data into clear, actionable insights.
Benefits
- Competitive Medical, Dental, and Vision coverage.
- 401(k) match.
- Generous PTO.
- Tuition reimbursement.
- Yearly lifestyle stipend to support wellness and passions.
- Exclusive employee discounts.
- Relocation assistance available for this position.
Schedule
This role is in‑office at least 4–5 days per week.
We must ensure no filler like "commensurate with experience". Not present. Check for any duplicated lines: we removed application instructions, EEO, etc. We kept all substantive info: company description? Actually we omitted the introductory paragraph about Cricut empowering people etc. That is substantive but not about the role. Should we include it? The instruction says preserve ALL substantive information. The intro about Cricut is substantive. Where to put? Could be part of About the role or maybe a separate section like "About Cricut". But they only gave examples of headings; we could add anAbout Cricut
if we want. However they said usefor section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). That list is examples, not exclusive. So we could add About Cricut. But they said prefer a few substantive sections over many thin ones. Adding About Cricut would be another section. However the intro is about the company mission, which is relevant. Could we incorporate it into About the role? The About the role section currently contains description of the role. We could prepend the company description to that paragraph. That would preserve info without extra section. That seems acceptable: combine company overview with role description. Thus modify About the role paragraph to include the initial sentences about Cricut. Let's craft:
Cricut® empowers people to make and personalize almost anything—from custom cards and apparel to everyday items and home décor. Our smart cutting machines, design apps, and materials make creativity easy and accessible for everyone. We believe everyone is born creative, and our mission is to put the power
- for any list of duties/requirements/benefits". So we can have a
- items, possibly grouping with or just plain text. However they said "Use