Contact Center Platform Data Analyst

Government of Alberta•Edmonton, AB

2d•Remote

About The Position

The Technology and Innovation Ministry, specifically the Business Technology Operations (BTO) branch, is seeking a Contact Center Platform Data Analyst. This role is crucial for supporting GoA contact centres and Albertans by enabling data-driven decision-making and advanced analytics for efficient service delivery. The Data Analyst will gather, clean, and maintain large volumes of contact centre data, focusing on enhancing reporting platforms, analyzing operational data for trends and improvements, and defining/monitoring analytics and AI performance metrics. The role involves integrating data from CXone and ServiceNow to provide a comprehensive view of client journeys and service interactions. The analyst will develop and automate dashboards and reports, communicate findings to stakeholders, and collaborate with technical teams on platform enhancements and agile projects. While prior AI experience is not required, a strong interest in learning and applying AI for data summarization, anomaly detection, and process automation is critical for success in this evolving role.

Requirements

University graduation in a related field such as Computer Science, Information Technology.
2 years of related experience working with: Large enterprise data, cloud Solutions such as Contact Centre as a Service (CCaaS).
2 years of related experience working with: Technical components, data analytics, visualizations.
2 years of related experience working with: Structured and unstructured data (JSON-style data).
2 years of related experience working with: ETL and ELT patterns, incremental loads, late-arriving data, handling time zones/interval buckets, and auditability.
2 years of related experience working with: Power BI and enterprise reporting tools.
2 years of related experience working with: Data storytelling, facilitation, translating business queries into metics.
Excellent communication and interpersonal skills.

Nice To Haves

Expertise in change management and information management methodologies.
Broad understanding of the technical environment and linkages between systems
Strong technical, and problem-solving skills.
Ability to detect and repair problems, independently and quickly.
Ability to research issues accurately to identify and solve problems.
Experience in preparing professional presentations and training materials and conduct training sessions.
Experience in NICE InContact.
Experience in ServiceNow.
Expertise in languages (SQL) and experience working with relational databases, query authoring (SQL) as well as working familiarity with a variety of databases.