Business Intelligence (BI) Developer - Genesys
Posted 1 week ago by 1753167984
Negotiable
Outside
Hybrid
USA
Summary: The role of Business Intelligence (BI) Developer involves collaborating with Genesys IVR developers to track customer journeys within the IVR flow, ensuring data points are accurately captured for analysis. The candidate will identify improvement opportunities and guide development teams on necessary enhancements. A strong background in contact center processes and BI tools is essential for creating reports and dashboards. The position is hybrid, with remote options available for the right candidate.
Key Responsibilities:
- Collaborate with Genesys IVR developers to track customer journeys in the IVR flow.
- Ensure necessary data points are captured for later analysis.
- Identify improvement opportunities and bottlenecks in the IVR experience.
- Guide Genesys IVR development teams on enhancements needed.
- Create dashboards and reports using BI/Analytics tools like PowerBI/Tableau.
Key Skills:
- Advanced knowledge of native Genesys Cloud CX Reports and Dashboards.
- Experience in Tableau and/or PowerBI design and development.
- Big data, noSQL, SQL, and data query/extraction coding experience.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
| Location: Newark (hybrid) preferred. Open to remote for the right person. Payrate 60 - 75 per hour Job Description: Level of Experience: 3-5 years BI developer/ Reporting Analyst needed to work with Genesys IVR developers to understand how they are tracking the customer journey in the IVR flow to ensure the necessary data points are tracked in the appropriate parts of the flow to ensure that we can later extract the data to understand if the IVR is providing an efficient experience to the caller. If not, candidate needs to be able to identify improvement opportunities, bottle necks, etc to guide the Genesys IVR dev teams on what enhancements are needed. Candidate should experienced in all common contact center processes, KPIs and metrics and be familiar with telephony systems. Should also have working knowledge of BI/Analytics tools (PowerBI/Tableau) for creation of dashboards, reports, etc in order to be able to clearly socialize analysis. Workforce management experience a plus. Key Skills: Advanced knowledge of native Genesys Cloud CX Reports and Dashboards. Tableau and/or PowerBI design and development experience. Big data, noSQL, SQL, data query/extraction coding experience. #LI-PP1 |