Job Description
Job Summary
JOB DESCRIPTION
The Contact Center Reporting Developer will transform raw contact center data into meaningful insights by designing, developing, and optimizing real-time, historical, and operational reports. The role combines strong technical expertise, deep understanding of contact center metrics, and advanced reporting tool proficiency to enable data-driven decision-making across Oracle's global support ecosystem. You will architect reporting solutions, enhance ETL pipelines, and collaborate with stakeholders to build accurate, scalable, and highly reliable reporting systems.
Key Responsibilities
Develop real-time dashboards and widgets focused on agent and queue performance for contact center operations.
Configure alerting and notification mechanisms based on real-time thresholds and operational triggers.
Build historical reporting solutions covering agent performance, queue activity, interaction journeys, and DNIS analysis.
Enhance datasets using call-attached data, KVPs, and custom statistical formulas to generate new performance metrics.
Implement data aggregation, drill-down capabilities, and multi-level time interval reporting (15-min, hourly, weekly, monthly).
Develop operational reports including inbound/outbound volumes, callback analysis, BU/LOB reporting, and agent-level insights.
Design and maintain ETL processes integrating vendor APIs with the enterprise data warehouse; optimize SQL and data scripts.
Ensure accuracy, consistency, and quality of all reporting solutions through detailed testing and validation.
Provide technical leadership in evaluating reporting enhancements, recommending improvements, and troubleshooting data issues.
Qualifications & Skills Mandatory
Bachelor's degree in Engineering/Technology (B.Tech/B.E.) or equivalent experience.
5+ years of hands-on experience in contact center reporting development.
Strong SQL skills and proficiency in scripting/programming for data manipulation and ETL workflows.
Expertise in building Real-time, Historical, and Operational reports within contact center environments.
Deep understanding of contact center metrics (ASA, AHT, Service Levels, queue performance, call flows).
Hands-on experience with Oracle Analytics Cloud (OAC) and Oracle Data Warehousing technologies (CDP, ODI).
Practical experience integrating vendor APIs into enterprise data warehouses and writing ETL scripts.
Strong analytical, debugging, and problem-solving skills for resolving data/reporting issues.
Excellent written and verbal communication skills for stakeholder interaction.
Good-to-Have
Experience with cloud platforms such as OCI, AWS, or Azure.
Familiarity with cloud-native data services and modern data pipelines.
Exposure to distributed systems, large-scale data platforms, or multi-tenant architectures.
Experience leading cross-functional efforts or delivering high-impact analytics projects.
Self-Assessment Questions (Candidate Fit Check)
Can I independently design and develop real-time, historical, and operational contact center reports with high accuracy
Do I have strong SQL and ETL development experience, including integrating APIs and manipulating large datasets
Am I familiar with contact center metrics, call flows, and the operational behavior of agent/queue performance
Have I worked hands-on with Oracle Analytics Cloud (OAC), Oracle Data Integrator (ODI), or similar reporting platforms
Can I troubleshoot data discrepancies and reporting issues effectively and communicate findings to business stakeholders
Responsibilities
QUALIFICATIONS
Career Level - IC4
About Us
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sectorand continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [Confidential Information] or by calling +1 888 404 2494 in the United States.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
