Senior Contact Center Data Analytics Engineer II

GEICO; Tampa (FL); Hybrid; USD 88,000 - 158,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

GEICO is seeking a Contact Center Data Analytics Engineer II to build reliable data solutions, deliver actionable insights, and guide analytics across contact center operations, IVR, automation, and workforce management. This hybrid role requires on-site presence 2-3 days a week at locations including Tampa, FL, and involves designing and maintaining dashboards with Power BI and SQL.

The ideal candidate has 2+ years in analytics, strong SQL, and experience with BI tools like Power BI,

Qualifications

• 2+ years in business analytics, data analytics, product analytics, operations analytics, or a related analytical role.
• 2+ years of experience querying complex systems using SQL.
• 2+ years of experience using analytical or programming languages such as Python, R, SAS, .NET, M, or DAX.
• 1+ years of experience using source control, DevOps tools, or collaborative development practices.
• 2+ years of experience developing business intelligence reporting or data visualizations in Power BI, Amazon QuickSight, Tableau, or similar tools.
• Experience analyzing operational data, identifying root causes, and translating findings into business recommendations.
• BA/BS degree in computer science, statistics, analytics, operations research, economics, mathematics, or a related field.

Responsibilities

• Design, develop, test, deploy, and maintain complex data structures, enterprise reports, dashboards, analytical systems, and visualizations that support operational and strategic decision-making.
• Lead analysis of contact center, IVR, digital, customer, workforce, and system performance data to identify root causes, quantify business impact, and recommend practical actions.
• Build and enhance reporting solutions using Power BI, SQL, Amazon QuickSight, Amazon CloudWatch, and related analytics or monitoring tools used by the team.
• Proactively detect operational or system issues by monitoring performance patterns, outliers, anomalies, and metric movement across contact center and IVR environments.
• Translate complex business needs into technical requirements and scalable reporting or analytical solutions for multiple teams.
• Evaluate new internal and external data sources, validate data quality, and expand data warehouse, reporting, and self-service analytics capabilities.
• Assist with the assessment and cultivation of long-term business intelligence, automation, and operational insight opportunities in partnership with business, engineering, data architecture, and data science teams.
• Improve reporting standards, metric definitions, documentation, testing practices, and data governance controls for assigned subject areas.
• Support and coach less-experienced analysts or engineers by reviewing work, sharing best practices, and helping the team use consistent development and validation practices.
• Communicate complex insights clearly to technical and non-technical stakeholders and influence decisions through strong data storytelling, business context, and practical recommendations.

Skills

SQL

Python

R

SAS

.NET

M

DAX

Education

BA/BS in computer science, statistics, analytics, operations research, economics, mathematics, or related field

Tools

Power BI

Amazon QuickSight

Tableau

Git

CI/CD

Job description

GEICO is seeking a Contact Center Data Analytics Engineer II to build reliable data solutions, deliver actionable insights, and guide analytics across contact center operations, IVR, automation, and workforce management. This hybrid role requires on-site presence 2-3 days a week at locations including Tampa, FL, and involves designing and maintaining dashboards with Power BI and SQL.

The ideal candidate has 2+ years in analytics, strong SQL, and experience with BI tools like Power BI,