Data Analyst

About the role

Support, maintain, and enhance data, reporting, and analytics capabilities for enterprise contact center platforms, with a focus on specific tools. Serve as a key technical resource for reporting issues, data quality initiatives, and performance analytics. Translate stakeholder requirements into scalable reporting solutions. Drive incident resolution, perform root cause analysis, and continuously improve reporting frameworks and data pipelines.

Lead configuration, installation, and support of network/telephony hardware, software, and VoIP systems. Manage ACD reporting, ACD call flow, vendor relationships, and complex projects.

Responsibilities

• Support, maintain, and enhance data, reporting, and analytics capabilities for enterprise contact center platforms.
• Serve as a key technical resource for reporting issues, data quality initiatives, and performance analytics.
• Translate stakeholder requirements into scalable reporting solutions.
• Drive incident resolution, perform root cause analysis, and continuously improve reporting frameworks and data pipelines.
• Lead configuration, installation, and support of network/telephony hardware, software, and VoIP systems.
• Manage ACD reporting, ACD call flow, vendor relationships, and complex projects.
• Analyze and prioritize incoming requests and alerts.
• Provide first, second, and third-level support for complex technical issues.
• Contribute to and maintain a knowledge repository for technical support.

Requirements

• Minimum four (4) years of experience in network/telephony system and user support.
• Minimum two (2) years in a leadership role working with IT or operational teams.
• Bachelor's degree in a relevant field or equivalent work experience.
• Proven ability to analyze and prioritize incoming requests and alerts.
• Experience providing first, second, and third-level support for complex technical issues.

Benefits

• Competitive annual salary.
• Opportunity to work on enterprise-level contact center solutions.
• Role involves complex problem-solving and continuous improvement initiatives.
• Mentorship opportunities and contribution to technical knowledge bases.