CcaaS Data Analysis-Consultant

Role summary
We are looking for a consultant to support Contact Center as a Service (CCaaS) analytics work across contact center operations, customer experience, and performance optimization. The role focuses on turning CCaaS platform data into actionable insights that improve service quality, workforce efficiency, and business outcomes.

Key responsibilities
* Analyze CCaaS data sources such as call, chat, email, IVR, routing, queue, and agent performance data
* Build dashboards and reporting packs for operational and executive stakeholders
* Identify trends in volume, handle time, abandonment, transfer rate, containment, and first-contact resolution
* Perform root-cause analysis on contact center performance issues
* Translate business questions into measurable KPIs and analysis requirements
* Partner with operations, product, technology, and client stakeholders to define data needs
* Support forecasting, staffing, and service optimization discussions
* Validate data quality, reconcile source systems, and document assumptions
* Present findings clearly to both technical and non-technical audiences

Required skills and experience
* 3+ years of experience in data analysis, BI, or contact center analytics
* Strong understanding of CCaaS platforms and contact center metrics
* Proficiency with Excel, SQL, and visualization tools such as Power BI or Tableau
* Ability to work with large datasets and tell a clear story with data
* Strong problem-solving, communication, and stakeholder management skills

Preferred qualifications
* Experience with platforms such as Genesys, NICE, Five9, Amazon Connect, Cisco, or Avaya
* Familiarity with speech/text analytics, workforce management, and customer journey analytics
* Exposure to cloud, CRM, or case management integrations
* Consulting experience with client-facing delivery