Senior Executive – MIS / Data Analyst (BI, AI & Contact Centre Analytics)

Overview

Data Management And Analysis

• Design, build, and maintain scalable data pipelines ingesting data from but not limited to Genesys Cloud APIs, CRMs (Salesforce/Dynamics), surveys, telephony, and operational systems.
• Architect and maintain data models and table structures but not limited to Microsoft Fabric, Dataverse, Azure SQL, and Data Lake, including staging, curated, and semantic layers (star/snowflake modeling).
• Build and maintain integrations and connectors between but not limited to Genesys, Power Automate, Dataverse, SharePoint, Azure, and downstream BI tools.
• Manage large-volume interaction datasets but not limited to (voice, chat, email, WhatsApp) with pagination, incremental refresh, and historical backfills.
• Ensure data accuracy, consistency, lineage, and integrity through validation, reconciliation, and automated quality checks.

Business Intelligence, Reporting & Dashboards

• Prepare daily, weekly, monthly, and ad-hoc reports on contact centre KPIs (AHT, CSAT, NPS, FCR, SLA, abandonment, occupancy, quality scores, agent performance) + business services department 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, time-intelligence) acting as a single source of truth.
• Automate reporting end-to-end using Power Automate, Power BI dataflows, scheduled refresh, and alerting.
• Produce executive PowerPoint / Power BI storytelling decks translating data into actionable narratives.

AI, Automation & Advanced Analytics

• Implement AI-powered analytics use cases but not limited to contact centre data — call classification, sentiment analysis, topic mining, intent detection, automated quality scoring, and low-score / non-scored interaction enrichment.
• Build automation flows to eliminate repetitive manual reporting and operational tasks.

Technical Engineering & Coding

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

Communication & Stakeholder Engagement

• Collaborate with Customer Care, Quality, Operations, HR, Finance, and IT to gather reporting requirements and deliver tailored BI solutions.
• Present findings, trends, and recommendations to senior management with clear visuals and concise commentary.
• Provide training, documentation, and enablement so business users can self-serve dashboards and reports.
• Act as a trusted data advisor — challenging assumptions, validating metrics, and proposing improvements.

Quality Control & Governance

• Regularly review and audit reports and dashboards for accuracy, consistency, and alignment with the source of truth.
• Implement data governance standards — naming conventions, metadata, data dictionaries, ownership, and access control.
• Maintain technical documentation, handover documents, and runbooks for all pipelines, models, and reports.
• Apply best practices in security and compliance (data privacy, role-based access, Azure AD, DLP).

Minimum Qualification And Additional Notes

• Bachelor's degree in Computer Science, Information Systems, Data Analytics, Engineering, or 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).
• Hands-on experience with Genesys (or equivalent contact centre platform) and CRM data (Salesforce/Dynamics).
• Demonstrated experience delivering end-to-end BI solutions from raw ingestion to executive dashboards.
• Experience with AI/automation use cases (Power Automate, Azure AI, AI Builder, Copilot Studio, OpenAI/GPT) is highly preferred.
• Microsoft certifications such as PL-300, DP-600, PL-500, AI-900/AI-102 are a strong advantage.
• Strong analytical, problem-solving, and root-cause skills.
• Excellent communication and presentation skills.
• Ability to work independently and manage multiple priorities under tight deadlines.
• Detail-oriented with strong commitment to accuracy and ownership mindset.
• Clear understanding of the business and the purpose of data being used.
• Previous experience managing large volumes of customer interaction data and complex reporting needs is highly valued.
• In-depth knowledge working with large volume of data.
• Proven experience delivering BI Fabric, AI-related projects, integrations/connections, data modeling, and dashboard design.

Behavioural Competencies

• Customer Focus
• Results Orientation
• Business Awareness

• Curious & Creative

• Sense of Urgency

• Adaptability & Flexibility

• Builds Relationships
• Empowerment

• Problem Solving & Decision Making

• Planning and Organizing
• Communication Skills
• Teamwork

Job Type: Full-time

Application Question(S)

• Describe ONE end-to-end BI/AI project you personally built — from raw data ingestion to executive dashboard or AI insight. Include: source system, integration method (API, connector, ETL), data model, tools (Fabric/Dataverse/Power BI/Azure), automation used, and the business impact in numbers.
• List ONLY the technical skills you consider yourself a PROFESSIONAL / EXPERT in (hands-on, project-delivered). For each, briefly state the use case and years of hands-on experience. Examples: Power BI (DAX, semantic modeling), Microsoft Fabric, Dataverse, Power Automate, Azure SQL/Data Lake, SQL, Python, Power Query (M), Genesys Cloud API, Salesforce/Dynamics, AI Builder / Copilot Studio / OpenAI. Do NOT list tools you have only briefly used or learned in training.
• Please share LINKS to work samples that demonstrate your delivery: Power BI dashboards (publish-to-web or screenshots), GitHub repos, Microsoft Fabric notebooks, Power Automate flow screenshots, data models, or AI/automation projects. If links are not available due to confidentiality, attach anonymized screenshots in your CV and describe: (1) the business problem, (2) data sources & volume, (3) tools used, (4) measurable outcome (e.g., hours saved, KPI improvement, cost reduction).
• Do you have hands-on experience working with contact centre data (Genesys, NICE, Avaya, Cisco, or similar)? If yes, please specify: (1) the platform and CRM used (e.g., Genesys + Salesforce), (2) the largest interaction volume you handled per month (voice, chat, email, WhatsApp), (3) any AI or automation projects you delivered on this data — e.g., automated quality scoring, call classification, sentiment analysis, predictive analytics, or AI-driven QA pipelines, and (4) the tools/stack used to deliver them.

Experience

• MIS: 5 years (Required)