How will you make an impact
- Collect and interpret large data sets of customer KPIs, focusing on identifying patterns and trends, and report results and recommendations for value achievement to business executives or decision-makers in a consumable and actionable format.
- Create strong models of data correlation between business KPI improvement and adoption of NICE solution capabilities by customer end users.
- Collaborate with internal Business Consultants to define account strategies centered around value achievement.
- Enhance consulting value achievement methodology by creating scalable and repeatable models and processes for new data collection, analysis, and reporting.
- Develop continuous improvement programs to achieve financial goals via NICE AI solutions.
- Design, develop, deploy, and maintain automated BI solutions including dashboards, scorecards, and other reports and visualizations.
- Provide deep insights and recommendations based on thorough data analysis and independent discovery.
- Communicate complex analysis and insights to various stakeholders within and outside analytical teams.
- Develop and deliver compelling, story-driven, data-driven insights.
- Address challenging data issues and technical problems as they arise.
- Analyze customer KPI performance and develop improvement plans, gap analysis, and conduct regular business reviews.
- Support NICE Business Consultants in identifying additional solution opportunities.
Have you got what is takes
- Bachelors degree in Business, Computer Science, Mathematics, or a related analytical field (advanced degree preferred) or equivalent experience.
- Total 10 + and 5+ years of relevant professional experience in BI, data science, statistical analysis, machine learning, and/or enterprise reporting.
- Advanced SQL and Python skills are a plus.
- Power BI and Tableau experience.
- Proven data analyst experience, preferably in the contact center industry.
- Domain experience with contact center self-service analytics, conversation design, IVR & routing, and/or speech analytics.
- Exceptional attention to detail and ability to identify gaps in source data.
- High competency with Microsoft Excel and related platforms, including pivot tables, Visual Basic, and formulae for data reporting purposes.
- Advanced skills in developing ETL along with reports and dashboards using tools such as Python, Power BI, or Tableau.
- Ability to work flexibly and independently in a dynamic environment.
- Proven ability to work successfully with clients and business partners directly.
- Excellent problem-solving skills in high-pressure situations.
- Strong negotiation skills to resolve competing priorities.
- Proven ability to influence cross-functional teams without formal authority.
- Excellent verbal, written communication, and presentation skills.
- Experience working in an enterprise and matrixed hierarchy
