Senior Contact Center Data Engineer - Analytics & BI Leader

GEICO company; Richardson (TX); Hybrid; USD 105,000 - 172,000; Full time

Job summary

GEICO is hiring a Senior Contact Center Data Engineer to design and maintain analytics solutions supporting contact center operations, IVR, and workforce management. You will mentor junior engineers and collaborate across governance, product, and engineering teams to deliver scalable data platforms.

The role emphasizes data-driven decision making, built on Power BI, SQL, and cloud data services. Hybrid work arrangement requires 2-3 days on-site in Richardson, TX or other listed locations.

Qualifications

• 3+ years of experience in business analytics, data analytics, product analytics, operations analytics, or a related analytical role.
• 3+ years of experience querying complex systems using SQL and performing data analysis.
• 3+ years of experience using analytical or programming languages such as Python, R, SAS, .NET, M, or DAX.

Responsibilities

• Independently design, develop, test, 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.

Skills

Analytical thinking

Problem solving

Communication

Education

BA/BS in computer science, statistics, analytics, operations research, economics, mathematics, business

Tools

Power BI

SQL

Amazon QuickSight

Amazon CloudWatch

Python

R

Job description

GEICO is hiring a Senior Contact Center Data Engineer to design and maintain analytics solutions supporting contact center operations, IVR, and workforce management. You will mentor junior engineers and collaborate across governance, product, and engineering teams to deliver scalable data platforms.

The role emphasizes data-driven decision making, built on Power BI, SQL, and cloud data services. Hybrid work arrangement requires 2-3 days on-site in Richardson, TX or other listed locations.