We are seeking an experienced Reporting Analyst with advanced expertise in Genesys Cloud CX reports and dashboards. The ideal candidate will have a strong background in contact center reporting, along with hands-on experience in designing and developing solutions using Tableau or PowerBI. This role requires a solid understanding of data query and extraction coding, including experience with big data, noSQL, and SQL technologies.
Key Responsibilities:
Genesys Cloud CX Reporting: Develop, manage, and optimize native Genesys Cloud CX reports and dashboards to meet business needs.
Tableau/PowerBI Development: Design and build advanced reporting solutions using Tableau and/or PowerBI.
Data Query and Extraction: Perform data extraction and manipulation using big data, noSQL, and SQL technologies for contact center reporting.
Collaboration: Work closely with cross-functional teams to ensure reporting solutions align with business requirements and objectives.
Data Visualization: Translate business requirements into insightful, actionable reports and dashboards for contact center performance and analytics.
Required Qualifications:
Experience:
5 to 7 years of experience in contact center reporting, with a focus on Genesys Cloud CX.
Proven experience designing and developing Tableau and/or PowerBI dashboards.
Technical Skills:
Advanced knowledge of big data, noSQL, and SQL data query/extraction coding.
Strong understanding of contact center metrics and reporting concepts.
Preferred Qualifications:
Complex Reporting: Experience in developing complex reporting solutions for large data sets.
Data-Driven Insights: Ability to transform large volumes of data into actionable business insights.