Contact Center Platform - Data Analyst

Government of Alberta•Edmonton, AB

2d•CA$83,258 - CA$114,316•Remote

About The Position

The Alberta Public Service works to build a stronger province for current and future generations. We make a difference in the lives of Albertans through rewarding and diverse career opportunities. Technology and Innovation Ministry is responsible for making innovation and technology the driving force behind Alberta’s economic growth and diversification. The Business Technology Operations (BTO) branch creates, maintains, delivers and continually improves IT services consumed by clients. BTO delivers varied IT services related to audit, development, infrastructure, integration, maintenance, operations, platforms, project delivery, quality, service design, service desk, telecommunications and more. The passionate and solutions focused people that we hire help us to drive vital programs and services that affect Albertans. Whatever your position is here, you will be a part of something great. Join us! This role puts analytics and innovation at the heart of GoA contact centre operations. This position is critical to support all GoA contact centres and the Albertans they serve by enabling data-driven decision-making and advanced analytics to ensure efficient, responsive service delivery. Reporting to the Manager, Contact Centre Business Support, the Data Analyst gathers, cleans, and maintains large volumes of contact centre data to ensure accuracy and usability for reporting, analytics, and AI-enabled tools. The role focuses on enhancing the contact centre and reporting platforms, analyzing operational data to identify trends and opportunities for improvement, and defining and monitoring analytics and AI performance metrics. By integrating data from CXone and ServiceNow, the analyst provides a comprehensive view of client journeys and service interactions. The Data Analyst develops and automates dashboards and reports that deliver actionable insights, communicates findings clearly to stakeholders, and works closely with technical teams on platform enhancements, agile projects, and continuous improvement initiatives. This role is essential to leveraging data, analytics, and AI to drive operational excellence and innovation across GoA contact centres. While prior AI experience is not required, a strong interest or willingness to learn AI is critical. Experience or curiosity in using AI to summarize data, detect anomalies, identify outliers, and automate time-consuming processes will support success in this evolving role.

Requirements

University degree 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).
Technical components, data analytics, visualizations.
Structured and unstructured data (JSON-style data).
Experience working with ETL and ELT patterns, incremental loads, late-arriving data, handling time zones/interval buckets, and auditability.
Solid experience with Power BI and enterprise reporting tools.
Data storytelling, facilitation, translating business queries into metrics.
Excellent communication and interpersonal skills.

Nice To Haves

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.
Experience in preparing professional presentations and training materials and conducting training sessions.
Experitse 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.