Contact Center Data Analytics Engineer I
About the role
At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive on relentless innovation to exceed our customers' expectations while making a real impact on local communities nationwide. Founded in 1936, GEICO is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the United States. When you join our company, we want you to feel valued, supported, and proud to work here. That's why we offer the GEICO Pledge: Great Company, Great Culture, Great Rewards, and Great Careers. The Contact Center Data Analytics Engineer I plays a critical role in improving contact center performance by turning operational, customer, and system data into reliable insights, reporting, and automation opportunities. This role supports the analytics needs of contact center operations, interactive voice response (IVR), self-service, workforce management, product, and technology partners. The ideal candidate combines strong technical skills with practical business judgment and can use data to proactively identify issues, explain performance trends, and recommend actions that improve customer experience, operational efficiency, and business outcomes.
Responsibilities
- Develop, test, deploy, and maintain data structures, enterprise reports, dashboards, data visualizations, analytical systems, and recurring performance reporting.
- Analyze contact center, IVR, digital, customer, and operational data to identify trends, root causes, performance gaps, and opportunities for automation or process improvement.
- Build and maintain reporting using Power BI, SQL, Amazon QuickSight