Sr DATA ANALYST

TRANS SKILLS EMPLOYMENT SERVICES - SOLE PROPRIETORSHIP L.L.C.; Dubai; On-site; AED 150,000 - 200,000; Full time

Job summary

TRANS SKILLS EMPLOYMENT SERVICES - SOLE PROPRIETORSHIP L.L.C. in Dubai is looking for a Senior MIS Data Analyst to manage the data lifecycle supporting contact centre operations. The successful candidate will work with tools like Power BI, Microsoft Fabric, and Azure to deliver insights and automate reporting.

This role entails designing data pipelines, ensuring data integrity, and developing BI dashboards for management. Candidates should have a strong background in data analysis and a relevant bachelor's degree.

Qualifications

• Proven experience in data analysis, BI and reporting, preferably in a call centre environment.
• Proficiency in Excel, PowerPoint, Power BI, Microsoft Fabric, Dataverse and coding (SQL, DAX, Power Query/M, Python).

Responsibilities

• Design, build and maintain scalable data pipelines ingesting data from Genesys Cloud APIs and Salesforce.
• Architect and maintain data models in Microsoft Fabric and Azure SQL.
• Build and maintain integrations between Genesys, Power Automate, Dataverse, and Azure.
• Prepare daily, weekly, monthly and ad-hoc reports on contact centre KPIs.
• Design and publish interactive Power BI dashboards.

Skills

Data analysis

Business intelligence

Power BI

SQL

DAX

Python

Excel

PowerShell

Education

Bachelor's degree in Computer Science, Information Systems, Data Analytics, Engineering, or related field

Tools

Microsoft Fabric

Dataverse

REST APIs

SQL Server

Job description

Senior MIS Data Analyst

As a Senior MIS Data Analyst you will own the end-to-end data lifecycle supporting, but not limited to, the contact centre and business operations: data ingestion, integration and modeling through advanced analytics, AI-driven insights, automation and executive-level reporting. The role combines business intelligence engineering with Power BI, Microsoft Fabric, Dataverse, Azure AI automation, Power Automate, Azure AI Copilot Studio, AI Builder, contact centre analytics in Genesys and Salesforce CRM, and stakeholder consulting to enable data-driven decision making across Customer Care, Operations, Quality and Senior Management.

Key Responsibilities

• Design, build and maintain scalable data pipelines ingesting data from Genesys Cloud APIs, CRMs, Salesforce Dynamics, surveys, telephony and operational systems.
• Architect and maintain data models and table structures in Microsoft Fabric, Dataverse, Azure SQL and Data Lake, including staging, curated and semantic layers using star or snowflake modeling.
• Build and maintain integrations and connectors between Genesys, Power Automate, Dataverse, SharePoint, Azure and downstream BI tools.
• Manage large-volume interaction datasets (voice, chat, email, WhatsApp) with pagination, incremental refresh and historical backfills.
• Ensure data accuracy, consistency, lineage and integrity through validation.
• Prepare daily, weekly, monthly and ad-hoc reports on contact centre KPIs (AHT, CSAT, NPS, FCR, SLA, abandonment, occupancy, quality scores) and agent performance, as well as business service departmental reports.
• Design and publish interactive Power BI dashboards with row-level security, drill-throughs and mobile-friendly layouts for management and operational users.
• Build semantic models, DAX calculation groups and time-intelligence features to serve as a single source of truth.
• Automate reporting end-to-end using Power Automate, Power BI dataflows, scheduled refresh and alerting.
• Produce executive PowerPoint and Power BI storytelling presentations.

Technical Engineering & Coding

• Apply SQL, DAX, Power Query, Power Query M, Python, PowerShell, REST APIs and JSON to extract, transform and load data.
• Develop and consume REST APIs for Genesys, Salesforce, Microsoft Graph and custom connectors with OAuth, pagination, throttling and error handling.
• Build reusable Power Query and DAX libraries, templates and team standards.
• Optimize pipeline, query and dashboard performance through incremental refresh, partitioning, query folding and aggregations.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Data Analytics, Engineering, or a related field.
• Proven experience in data analysis, BI and reporting, preferably in a call centre environment.
• Proficiency in Excel, PowerPoint, Power BI, Microsoft Fabric, Dataverse and coding (SQL, DAX, Power Query/M, Python).