Genesys/IVR Reporting Analyst

We are seeking a skilled BI Developer / Reporting Analyst to collaborate with Genesys IVR developers in analyzing and optimizing the customer journey within IVR flows. The ideal candidate will ensure that key data points are properly tracked throughout the IVR experience, enabling meaningful analysis of efficiency and user experience. This role involves identifying bottlenecks and improvement opportunities and guiding the IVR development team on necessary enhancements.

Responsibilities:

Work closely with Genesys IVR developers to understand and validate data tracking within IVR flows.

Analyze IVR performance to identify inefficiencies and recommend improvements.

Develop and maintain dashboards and reports using BI tools to communicate insights.

Translate complex data into actionable recommendations for IVR enhancements.

Collaborate with cross-functional teams to support contact center performance goals.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

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Required Skills & Qualifications:

35 years of experience in BI development, reporting, or analytics.

Strong understanding of contact center operations, KPIs, and telephony systems.

Proficiency in Genesys Cloud CX Reports and Dashboards.

Experience with Power BI and/or Tableau for dashboard and report development.

Strong skills in SQL, NoSQL, and big data querying and extraction.

Ability to clearly communicate analytical findings to technical and non-technical stakeholders.

Experience in workforce management within a contact center environment.

Familiarity with customer journey mapping and IVR optimization strategies.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.