Job Description

Responsible for the design, development, administration, and continuous improvement of enterprise contact center analytics, business intelligence, and AI-enabled reporting solutions.

This role owns the full analytics lifecycle, including data acquisition, integration, modeling, warehousing, reporting, dashboard development, trend analysis, forecasting, and insight generation. The position works closely with Contact Center Operations, Business Intelligence, IT, Application Development, and external vendors to transform data from the contact center and business platforms into actionable insights that support operational performance, customer experience, workforce optimization, financial reporting, and strategic decision-making.

This role serves as a technical and analytical leader responsible for modernizing reporting capabilities through automation, self-service analytics, semantic modeling, and emerging AI technologies including Microsoft Copilot, Power BI AI capabilities, Large Language Models (LLMs), and enterprise AI solutions.

KEY DUTIES & RESPONSIBILITIES

Data Engineering & Integration (25%)

• Design, develop, and maintain SQL views, stored procedures, functions, and database objects.
• Build and support data integrations between various platforms, APIs, and enterprise data sources.
• Develop and maintain data warehouse structures, dimensional models, semantic models, curated business datasets, and analytical data assets including SSAS Multidimensional Cubes, SSAS Tabular Models, measures, hierarchies, aggregations, partitions, processing strategies, and performance optimization.
• Design and support ETL/ELT pipelines for efficient movement and transformation of operational and reporting data.
• Monitor and maintain data quality, integrity, and consistency across reporting environments.
• Partner with IT and application teams to identify and implement new data sources.

Business Intelligence & Reporting Solutions (25%)

• Design, develop, administer, and support enterprise business intelligence solutions including Power BI datasets, semantic models, dashboards, scorecards, executive reporting, and self-service analytics capabilities.
• Develop reusable KPI frameworks, reporting standards, business rules, calculations, and governed semantic models that support consistent enterprise reporting.
• Administer Power BI workspaces, gateways, security models, deployment pipelines, source control, testing, release management, and reporting governance processes.
• Develop monitoring, validation, reconciliation, and alerting solutions to ensure data quality, reporting accuracy, platform reliability, and enterprise performance standards.
• Maintain reporting documentation, metadata, data dictionaries, and reporting lifecycle management processes.

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Analytics, Trend Analysis & Insights (20%)

• Perform trend analysis across contact center operational, financial, workforce, and customer experience metrics.
• Analyze volumes, service levels, abandonment rates, productivity, occupancy, callback utilization, queue performance, customer experience, and operational efficiency metrics.
• Identify trends, anomalies, root causes, and opportunities for process improvement.
• Develop forecasting models and support workforce planning activities.
• Communicate findings and recommendations to operational leaders and executive stakeholders.
• Design and monitor key performance indicators supporting business objectives.

AI-Enabled Analytics & Innovation (15%)

• Evaluate and implement AI-enabled analytics solutions to improve reporting automation, insight generation, anomaly detection, and decision support.
• Design datasets and semantic models optimized for natural language querying and AI-powered analytics experiences.
• Utilize Microsoft Copilot, Power BI AI capabilities, Microsoft Fabric, and approved enterprise AI platforms to enhance reporting and analytics workflows.
• Identify opportunities to automate manual analytics processes through generative AI and workflow automation.
• Develop AI-assisted reporting templates, prompt libraries, and reusable insight-generation frameworks.
• Support implementation of conversational analytics and natural-language reporting capabilities.
• Research emerging AI, machine learning, and analytics technologies and recommend practical business applications.

Business Partnership, Consulting & Project Support (10%)

• Partner with business stakeholders to gather requirements and define analytics solutions.
• Translate business objectives into scalable reporting and data strategies.
• Present insights, recommendations, and reporting results to operational and executive leadership.
• Participate in project planning, testing, user acceptance testing, and implementation activities.
• Serve as a subject matter expert for contact center analytics and reporting.

Governance & Documentation (5%)

• Maintain documentation for reports, dashboards, datasets, KPIs, integrations, and data models.
• Establish and enforce reporting standards and best practices.
• Support audit and compliance activities related to reporting and data management.

Qualifications

EDUCATION

• Bachelor’s degree in Computer Science, Software Engineering, Information Systems, Data Science or related field required. Equivalent professional experience may be considered in lieu of a formal degree.

EXPERIENCE

• 3+ years of experience in Business Intelligence, Data Engineering, Data Warehousing, Analytics Engineering, Software Development, or related technical disciplines.
• 3+ years of hands-on experience designing, developing, and supporting SQL Server databases, including views, stored procedures, functions, query optimization, database performance tuning, and analytical data structures.
• Experience designing, developing, and maintaining dimensional data models, star schemas, data warehouse structures, semantic models, curated reporting datasets, and SQL Server Analysis Services (SSAS) Multidimensional Cubes and Tabular Models, including measure development, KPIs, hierarchies, aggregations, partitions, processing strategies, and performance optimization.
• Experience developing and supporting ETL/ELT processes, data pipelines, REST API integrations, and data transformation solutions utilizing structured, semi-structured, and JSON-based data sources.
• Experience integrating and transforming data from multiple enterprise systems, cloud platforms, APIs, files, and third-party vendor solutions.
• Experience building, administering, and supporting enterprise reporting solutions, dashboards, semantic models, and business intelligence platforms.
• Experience gathering business requirements and translating them into scalable data, reporting, analytics, and self-service BI solutions.
• Experience performing data validation, reconciliation, governance, and quality assurance activities across multiple systems and data sources.
• Experience supporting operational reporting, KPI development, forecasting, trend analysis, and business performance measurement.
• Experience with enterprise business intelligence platforms including Power BI, SSRS, Microsoft Fabric, Tableau, or similar technologies.
• Experience with AI-assisted analytics, Microsoft Copilot, generative AI solutions, and semantic models supporting AI-enabled reporting and natural language analytics.
• Experience utilizing Python, JavaScript, PowerShell, or similar scripting/programming languages to automate data processing, integrations, and reporting workflows.
• Experience with source control, DevOps processes, CI/CD pipelines, testing methodologies, and Agile development practices.

KNOWLEDGE / SKILLS / ABILITIES

Technical Skills

• Proficiency in SQL development including views, stored procedures, functions, query optimization, database performance tuning, and SQL Server Analysis Services (SSAS) development including Multidimensional Cubes, Tabular Models, DAX, MDX, semantic modeling, cube processing, and performance optimization.
• Proficiency in database management, data warehousing, dimensional modeling, semantic modeling, SSAS Cubes, Tabular Models, and curated dataset development using platforms such as SQL Server, Snowflake, Azure SQL, or similar technologies.
• Experience designing, developing, and supporting ETL/ELT pipelines, data integrations, data movement processes, and enterprise data architectures across multiple systems and platforms.
• Experience working with APIs, cloud platforms (Azure, AWS, GCP), enterprise applications, and structured and semi-structured data sources including JSON, XML, and API payloads, with the ability to parse, transform, validate, and integrate data into data warehouses, semantic models, and reporting solutions.
• Proficiency with Business Intelligence tools including Power BI, Microsoft Fabric, SSRS, semantic models, dashboards, data visualization, and self-service analytics best practices.
• Experience with programming and scripting languages such as SQL, Python, PowerShell, JavaScript, or similar technologies to support data engineering, automation, integrations, and reporting solutions.
• Understanding of software development lifecycle practices, source control, testing methodologies, CI/CD processes, and deployment management.
• Experience leveraging AI-enabled technologies, Microsoft Copilot, Generative AI solutions, Large Language Models (LLMs), and semantic models to enhance reporting, analytics, automation, and self-service data experiences.

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COMMUNICATIONS & CONTACTS

This role regularly communicates with Contact Center Operations, Business Intelligence, IT, Application Development, and external vendors to gather requirements, resolve data and reporting issues, and deliver actionable insights. The position presents analytical findings, recommendations, and reporting outcomes to operational leaders and executive stakeholders, translating complex technical information into clear, business-focused guidance.

DECISION MAKING

This role exercises independent judgment in designing data models, reporting solutions, integrations, and analytics processes that support operational and strategic business decisions. The position evaluates data quality, reporting risks, automation opportunities, and emerging technologies, making recommendations that influence analytics standards, platform improvements, and leadership decision support.

Additional Information

Salary range: $90,000 - $109,000 Annually

Applications will be accepted through September 4, 2026, after which the posting will be closed and no longer available for submissions.*

The ultimate compensation offered for the position will depend upon several factors such as skill level, cost of living, experience, and responsibilities.

Vericast offers a generous total rewards benefits package that includes medical, dental and vision coverage, and a generous PTO allowance. A wide variety of additional benefits like life insurance, employee assistance and pet insurance are also available, not to mention smart and friendly coworkers!

WHAT WE BELIEVE

At Vericast, we believe what’s good for people is good for business. Everything we do starts from a place of purpose to drive meaningful impact for our clients, our people and our communities.

We’ve cultivated a culture of collaboration, a heritage of innovation and a focus on workplace flexibility. Every day you will have the opportunity to bring your passion and expertise to create opportunities to grow and thrive.

Together, let’s advance performance for all.

At Vericast, we don’t just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our clients, and our community. As an Equal Opportunity Employer, Vericast considers applicants for all positions without regard to race, color, creed, religion, national origin or ancestry, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other classifications protected by law. Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting our Talent Acquisition team at talentacquisition@vericast.com. EEO is the law. To review your rights under Equal Employment Opportunity please visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf