Senior Analyst, Contact Center (Hybrid)

Purple•Draper, UT

1d•$85,000 - $100,000•Hybrid

About The Position

The Senior Analyst, Contact Center serves as Purple’s go-to expert in contact center analytics, owning advanced reporting and analytical initiatives from design through execution. This role partners with senior leadership to shape analytical strategy, apply sophisticated data modeling, and turn complex datasets into insights that drive operational and strategic decisions. The Senior Analyst leads complex data projects end to end, proactively surfaces improvement opportunities, and champions innovative solutions that sharpen contact center performance. This is a high-impact role for an expert-level analyst who also enjoys mentoring others.

Requirements

BA/BS in Analytics, Data Science, or a related field (Master's preferred), or equivalent experience.
4+ years of progressive analytical experience, including 2+ years in a senior or lead analytics role.
3+ years of experience with contact center data, systems, and analytics.
Advanced proficiency in SQL and at least one scripting language (Python or R).
Expertise in BI tools such as Power BI, Tableau, or Looker.
Advanced skills in predictive modeling, forecasting, and statistical analysis.
Excellent communication skills with the ability to influence across all levels of the organization.

Nice To Haves

Experience with contact center technologies (inContact, Zendesk, NetSuite) and WFM/WFO platforms (NICE IEX, Verint, Calabrio).
Experience with speech/text analytics tools (Nexidia, Level AI) and integrating structured and unstructured data.
Expertise in sophisticated chat configurations, including AI/bot integration and multi-system workflows.
Expert-level Excel skills (Power Query, Power Pivot, macros).
Strong leadership and project management capabilities.

Responsibilities

Lead complex analytics projects from data acquisition to insight delivery, aligned with business priorities.
Serve as a primary analytics consultant to contact center leadership, translating findings into clear recommendations.
Analyze large, diverse datasets to uncover trends, performance gaps, and predictive indicators.
Design and implement automation and advanced analytics solutions, including machine learning models and statistical analysis.
Own data governance for contact center analytics, including prioritizing requests and migrating to new data sources.
Develop and maintain enterprise-grade BI dashboards, reports, and KPIs for executive stakeholders.
Mentor junior analysts on data modeling, SQL optimization, and visualization best practices.
Partner with Data Engineering, Workforce Management, IT, and Customer Experience to support evolving data needs.