Senior Contact Center Analytics Engineer

GEICO

Virginia Beach (VA)

Hybrid

USD 97,000 - 172,000

Full time

7 days ago

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Job summary

GEICO in Virginia Beach, VA is seeking a Senior Contact Center Data Engineer I to build scalable analytics solutions supporting operations, IVR, automation, and governance. The role emphasizes ownership for complex data solutions and mentoring junior engineers.

You will partner with cross‑functional teams, design data structures, and develop reporting with Power BI, SQL, and AWS tools. A BA/BS in a related field and 3+ years of analytics experience are preferred.

Qualifications

3+ years in business analytics or related analytical role.
3+ years querying complex systems using SQL.
3+ years using languages such as Python, R, SAS, .NET, or DAX.
2+ years using source control, DevOps, or collaborative development practices.
1+ years with big data or cloud technologies such as Snowflake, Hive, Spark, Hadoop, Azure, AWS.
3+ years with a BA/BS degree or 5+ years of equivalent experience.
BA/BS in computer science, statistics, analytics, operations research, economics, mathematics, business, or a related field.

Responsibilities

Design, deploy, and maintain complex data structures, enterprise reports, dashboards, analytical systems, and software that support operational and strategic decision-making.
Lead analysis of contact center, IVR, digital, cloud, customer, workforce, and operational data to identify root causes, quantify business impact, and recommend practical actions.
Build, enhance, and troubleshoot reporting and monitoring solutions using Power BI, SQL, Amazon QuickSight, Amazon CloudWatch, and other approved analytics, cloud, and data visualization tools.
Proactively identify emerging business or system issues by monitoring data patterns, anomalies, customer contact behavior, IVR performance, containment, transfers, service levels, handle time, and other operational indicators.
Partner with operations, workforce management, IVR, automation, product, engineering, data architecture, data science, and governance teams to translate complex business problems into scalable technical solutions.
Research and query new internal and external, structured and unstructured 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 access controls, and ensure analytics assets align with governance and quality expectations.
Instruct, review, and coach junior Data Analytics Engineers by providing technical guidance, reviewing work, reinforcing best practices, and helping the team solve complex problems more consistently.
Communicate complex insights clearly to technical and non‑technical stakeholders, using strong business context and data storytelling to influence decisions.