Senior Data Engineer - Voice

About Ferguson:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

Data & Reporting Specialist – Enterprise Voice- Senior Engineer

Role Summary:

We are seeking a Reporting and Data Analyst to support and enhance reporting solutions for our Enterprise Telephony platforms, with a primary focus on Genesys Cloud. This role will design, build, and maintain scalable reporting and data pipelines hosted in Microsoft Azure, enabling actionable insights across our telephony and customer engagement platforms. The analyst will work closely with engineers, business stakeholders, and CRM teams to ensure data accuracy, performance, and usability.

Key Responsibilities:

• Design, develop, and maintain reporting solutions for Genesys Cloud and peripheral applications/platforms.
• Correlate voice platform data with external enterprise systems (e.g., CRM, workforce tools, ticketing, and analytics platforms).
• Develop and maintain reporting datasets, dashboards, and extracts for operational, leadership, and engineering audiences.
• Manage and optimize data movement pipelines involving voice metadata and call recordings, including storage, retention, and retrieval considerations.
• Validate data accuracy, completeness, and consistency across multiple source systems.
• Partner with engineering, QA, and operations teams to translate business questions into actionable data outputs.
• Support adhoc analysis, root cause investigations, and trend identification related to call performance and customer experience.
• Document data schemas, transformations, and reporting logic for long term sustainability.

Required Skills & Experience:

• Prior experience with call detail records (CDR's) and voice/contact center data.
• Strong hands-on experience with SQL and relational data modeling.
• Experienced with ETL Tools and techniques. (Databricks preferred)
• Demonstrated expertise working with Genesys Cloud Data and the Conversation data model. (highly preferred).
• Experience handling voice recordings, metadata, and large-scale data storage/movement.
• Familiarity with integrating telephony data with CRM and enterprise analytics platforms.
• Strong understanding of data quality, governance, and performance optimization.

Preferred Qualifications:

• Experience with cloud data platforms and BI/reporting tools (power bi).
• Prior work supporting contact center analytics or enterprise telephony environments.