Data Analyst - ETL/SQL

Responsibilities :

pulling from Genesys Cloud into AWS (e. g., using Glue, S3 Athena).

- Ensure accurate and timely availability of WFM KPIs like Abandon Rate, Service Level, ASA, Occupancy, Shrinkage, etc.

- Partner with WFM teams to enhance forecasting, scheduling, and intraday management capabilities with better data visibility.

- Automate reporting and build data models to enable dashboards and predictive analytics.

- Ensure data accuracy, validation, and performance tuning of pipelines.

- Collaborate with cross-functional teams, including IT, WFM, Sales Support, Training, and Operations.

- 4+ years of experience in Workforce Management or Contact Center analytics.

- Strong understanding of Genesys Cloud WEM/WFM module and API access.

- Intermediate knowledge with AWS services: S3 Glue, Athena, Redshift.

- Knowledge of programming skills in Python and proficiency in SQL.

- Knowledge building ETL pipelines and data models for analytics use cases.

- Familiarity with contact center metrics.

- Drive strategic impact at a global scale.

- Work on cutting-edge integrations between Genesys Cloud and AWS.

- Be part of a high-impact Operational excellence team.

- Shape the future of data-led contact center operations.