Senior / Staff Data Engineer (BI) – CEG Team

Opportunity

Data engineering

• Build and maintain ETL/ELT pipelines for CEG case management, telephony, chat, bots, QA, WFM, CRM, third-party tools, and logs.
• Develop data models, warehouse tables, marts, and views for reporting, monitoring, forecasting, QA, and experimentation.
• Implement validation, anomaly detection, and monitoring; establish data definitions, SLAs, and ownership.
• Optimize job and query performance and cost for high-volume calls, chats, emails, cases, and events.
• Promote version control, CI/CD, code review, documentation, and runbook practices.

Tools and product development

• Build internal CEG products including self-service analytics, case dashboards, alerts, investigator and QA tools, and agent performance views.
• Use programming languages to implement APIs, data services, and lightweight interfaces for agents, managers, and operations teams.
• Translate operational pain points into data tools and iterate from problem definition through delivery.
• Apply testing, code review, CI/CD, and observability to create maintainable products.
• At Staff level, drive roadmaps for reusable CEG data tools and platforms.

Analytics and collaboration

• Translate business questions into analytical approaches and build dashboards and reports for contact volumes, handling time, quality, customer outcomes, and agent performance.
• Analyze trends and root causes in contact patterns, customer issues, agent performance, and operational efficiency; recommend practical improvements.
• Define and maintain consistent KPIs, including CSAT, NPS, SLA, AHT, FCR, and quality scores.
• Communicate findings and recommended next steps in clear business language.
• Partner with stakeholders, align shared data standards, mentor team members, and improve workflows through reviews, documentation, and incident learning.

Required qualifications

• 8+ years as a Data Engineer, Analytics Engineer, or Data Analyst; Staff-level candidates typically have 10+ years or equivalent impact.
• Strong SQL skills, including complex joins, window functions, aggregation, and query optimization.
• Experience with at least one major data warehouse or big data platform, such as BigQuery, Snowflake, Redshift, Hive, Spark, Vertica, or StarRocks.
• Experience with ETL/ELT tools or orchestration frameworks, such as Airflow, dbt, or internal frameworks.
• Proficiency in at least one programming language for data and services, including Python, Java, Golang, Kotlin, or JavaScript/TypeScript.
• Production data pipeline or service experience, with attention to data quality, monitoring, and maintainability.
• Experience with BI or visualization tools such as Tableau, Power BI, Superset, Metabase, or Looker.
• Strong analytical thinking and clear communication of complex topics to nontechnical stakeholders.

Preferred qualifications

• Event-driven data experience and knowledge of data modeling techniques are preferred.
• A/B testing, experimentation platforms, or causal analysis experience is preferred.
• ML pipeline experience or collaboration with data science teams is preferred.
• Experience in online consumer products, travel, e-commerce, or marketplaces is preferred.
• Frontend or backend development for operations or support tools is preferred.
• Prior Staff or Tech Lead experience driving technical direction and mentoring is preferred.

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