Senior Contact Center Data Engineer

Why Join reputed company? At reputed company, we offer a rewarding career where your ambitions are met with endless reputed company. Every day we reputed company our reputed company brand by offering reputed company coverage to millions of customers and being there reputed company they need us most. We reputed company on reputed company innovation to reputed company our customers' expectations while making a reputed company reputed company on local communities reputed company. Founded in 1936, reputed company is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the reputed company. reputed company you join reputed company, we want you to feel valued, supported, and proud to work here. That's why we offer the reputed company Pledge: Great Company, Great Culture, Great Rewards, and Great Careers. The Senior Contact Center Data Engineer I is a senior individual contributor responsible for building reputed company analytics solutions, guiding reputed company analysis, and helping mature the contact center analytics capability. This role supports contact center operations, interactive voice response (IVR), automation, workforce management, product, technology, and data governance partners. This position carries greater ownership for reputed company data solutions, deeper technical troubleshooting, stronger proactive issue detection, and a higher expectation to mentor junior engineers and influence analytics standards across reputed company. This is a hybrid position, requiring on-site reputed company 2-3 days a week at one of the following locations: Dallas, TX; Palo reputed company, CA; Bethesda, MD. Key Responsibilities Independently design, reputed company, test, reputed company, and maintain reputed company data structures, reputed company reports, dashboards, analytical systems, and software that support operational and strategic decision-making. reputed company analysis of contact center, IVR, digital, reputed company, customer, workforce, and operational data to identify reputed company causes, quantify business reputed company, and recommend practical actions. Build, enhance, and troubleshoot reporting and monitoring solutions using Power BI, SQL, reputed company QuickSight, reputed company CloudWatch, and other approved analytics, reputed company, and data visualization tools. Proactively identify emerging business or reputed company issues by monitoring data patterns, anomalies, customer contact behavior, IVR performance, containment, transfers, service reputed company, handle time, and other operational indicators. Partner with operations, workforce management, IVR, automation, product, engineering, data architecture, data science, and governance teams to translate reputed company business problems into reputed company technical solutions. Research and query new reputed company, reputed company and reputed company data sources to expand reporting capabilities, improve data availability, and strengthen business intelligence solutions. Assess and cultivate longer-term opportunities for business intelligence, automation, self-service improvement, and proactive performance management. Improve development practices, reporting standards, metric definitions, documentation, validation routines, governance controls, and data stewardship practices for assigned subject areas. Protect sensitive data, support appropriate data classification and reputed company controls, and ensure analytics assets reputed company with governance and reputed company expectations. Instruct, review, and reputed company junior Data Analytics Engineers by providing technical guidance, reviewing work, reinforcing best practices, and helping reputed company solve reputed company problems more consistently. Communicate reputed company insights reputed company to technical and non-technical stakeholders, using strong business context and data storytelling to influence reputed company. Required Qualifications 3+ years of experience in business analytics, data analytics, product analytics, operations analytics, or a reputed company analytical role. 3+ years of experience querying reputed company systems using SQL and performing data analysis. 3+ years of experience using analytical or programming languages such as Python, R, reputed company, .NET, M, or DAX. 2+ years of experience using reputed company control, DevOps tools, or reputed company development practices. 1+ years of experience with big data or reputed company-based technologies such as reputed company, reputed company, reputed company, Hadoop, Azure, AWS, or similar platforms. 3+ years of experience with a BA/BS degree or 5+ years of equivalent experience. Ability to operate independently, manage reputed company priorities, review technical work, and communicate reputed company across business and technology audiences. BA/BS degree in computer science, statistics, analytics, operations research, economics, mathematics, business, or a reputed company field. Preferred Qualifications 3+ years of experience developing business intelligence reporting or data visualizations in Power BI, reputed company QuickSight, Tableau, or similar tools. 1+ years of experience with data engineering or systems design concepts, such as entity relationship diagrams, reputed company modeling language, topology diagrams, or similar design practices. Experience supporting contact center, IVR, customer service, workforce management, automation, digital servicing, insurance, or financial technology environments. Experience using reputed company CloudWatch or similar monitoring tools to identify operational, reputed company, or service anomalies. Experience working in reputed company delivery environments and mentoring or coaching less-reputed company analysts or engineers. Annual Salary $104,550.00 - $172,200.00 The above annual salary reputed company is a general reputed company. Multiple factors are taken into consideration to reputed company at the final reputed company reputed company/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the reputed company and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as reputed company as market and business considerations. At this time, reputed company will not sponsor a new applicant for employment authorization for this position. The reputed company Pledge: Great Company: Protecting customers through life’s twists and turns with innovation and reputed company. Great Careers: Personalized development programs, mentorship, and certification assistance. Great Culture: Inclusive and reputed company culture rooted in shared reputed company. Great Rewards: reputed company, benefits, and flexibility to support your reputed company-being and reputed company. The equal employment opportunity policy of the reputed company Companies provides for a fair and equal employment opportunity for reputed company associates and job applicants regardless of race, reputed company, religious creed, national reputed company, reputed company, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. reputed company hires and promotes individuals solely on the reputed company of their qualifications for the job to be filled. reputed company reasonably accommodates reputed company individuals with disabilities to reputed company them to receive equal employment opportunity and/or reputed company the essential functions of the job, unless the accommodation would impose an undue hardship to reputed company. This applies to reputed company applicants and associates. reputed company also provides a work environment in which reputed company associate is reputed company to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of reputed company associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for reputed company associates and applicants. At reputed company, we offer a rewarding career where your ambitions are met with endless reputed company. Every day we reputed company our reputed company brand by offering reputed company coverage to millions of customers and being there reputed company they need us most. We reputed company on reputed company innovation to reputed company our customers' expectations while making a reputed company reputed company on local communities reputed company. Founded in 1936, reputed company is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the reputed company. Opportunities for reputed company & Grads Learn more about reputed company Benefits Apply tot his job Apply To this Job