Genesys Call Center Reporting Engineer with Power BI-5
Job Type: Contract
Job Category: IT
Job Description
Role: Genesys Call Center Reporting Engineer with Power BI
Location: Remote
Contract
Job Description:
We are seeking a skilled Reporting Engineer with hands-on experience in Genesys Call Center platforms and Power BI to support reporting, analytics, and performance monitoring across contact center operations. The candidate will work closely with operations and business teams to design and deliver interactive dashboards and actionable insights.
- Key Responsibilities:
- Design, develop, and maintain reports and dashboards using Power BI for Genesys call center metrics (e.g., AHT, ASA, CSAT, IVR, queue stats).
- Extract, transform, and model data from Genesys data sources, databases, and other platforms.
- Automate and optimize data pipelines for near real-time reporting.
- Collaborate with stakeholders to gather requirements and improve report usability.
- Monitor and troubleshoot reporting discrepancies or data quality issues.
- Required Skills:
- Strong experience with Genesys (Cloud or Engage) contact center data and reporting tools.
- Expertise in Power BI dashboard creation and DAX/Power Query.
- Proficiency in SQL, data modeling, and ETL processes.
- Familiarity with call center KPIs and operational metrics.
- Strong analytical, communication, and problem-solving skills.
Required Skills
DevOps Engineer
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