Senior Executive – MIS / Data Analyst (BI, AI & Contact Centre Analytics)

As a Senior MIS / Data Analyst, you will own the end-to-end data lifecycle supporting but not limited to the contact centre and business operations — from data ingestion, integration, and modeling through advanced analytics, AI-driven insights, automation, and executive-level reporting. The role combines business intelligence engineering but not limited to (Power BI, Microsoft Fabric, Dataverse, Azure), AI/automation (Power Automate, Azure AI, Copilot Studio, AI Builder), contact centre analytics (Genesys, Salesforce/CRM), and stakeholder consulting to enable data-driven decision-making across Customer Care, Operations, Quality, and Senior Management.

Data Management and Analysis:

• Design, build, and maintain scalable data pipelines ingesting data from but not limited to Genesys Cloud APIs, CRMs (Salesforce/Dynamics), surveys, telephony, and operational systems.
• Architect and maintain data models and table structures but not limited to Microsoft Fabric, Dataverse, Azure SQL, and Data Lake, including staging, curated, and semantic layers (star/snowflake modeling).
• Build and maintain integrations and connectors between but not limited to Genesys, Power Automate, Dataverse, SharePoint, Azure, and downstream BI tools.
• Manage large-volume interaction datasets but not limited to (voice, chat, email, WhatsApp) with pagination, incremental refresh, and historical backfills.
• Ensure data accuracy, consistency, lineage, and integrity through validation, reconciliation, and automated quality checks.

Business Intelligence, Reporting & Dashboards

• Prepare daily, weekly, monthly, and ad-hoc reports on contact centre KPIs (AHT, CSAT, NPS, FCR, SLA, abandonment, occupancy, quality scores, agent performance) + business services department reports.
• Design and publish interactive Power BI dashboards with row-level security, drill-throughs, and mobile-friendly layouts for management and operational users.
• Build semantic models (DAX, calculation groups, time-intelligence) acting as a single source of truth.
• Automate reporting end-to-end using Power Automate, Power BI dataflows, scheduled refresh, and alerting.
• Produce executive PowerPoint / Power BI storytelling decks translating data into actionable narratives.

AI, Automation & Advanced Analytics

• Implement AI-powered analytics use cases but not limited to contact centre data — call classification, sentiment analysis, topic mining, intent detection, automated quality scoring, and low-score / non-scored interaction enrichment.
• Build automation flows to eliminate repetitive manual reporting and operational tasks.

Technical Engineering & Coding

• Apply SQL, DAX, Power Query (M), Python, PowerShell, REST APIs, and JSON to extract, transform, and load data.
• Develop and consume REST APIs (Genesys, Salesforce, Microsoft Graph, custom connectors) with OAuth, pagination, throttling, and error handling.
• Build reusable Power Query / DAX libraries, templates, and team standards.
• Optimize pipeline, query, and dashboard performance (incremental refresh, partitioning, query folding, aggregations).

Communication & Stakeholder Engagement

• Collaborate with Customer Care, Quality, Operations, HR, Finance, and IT to gather reporting requirements and deliver tailored BI solutions.
• Present findings, trends, and recommendations to senior management with clear visuals and concise commentary.
• Provide training, documentation, and enablement so business users can self-serve dashboards and reports.
• Act as a trusted data advisor — challenging assumptions, validating metrics, and proposing improvements.

Quality Control & Governance

• Regularly review and audit reports and dashboards for accuracy, consistency, and alignment with the source of truth.
• Implement data governance standards — naming conventions, metadata, data dictionaries, ownership, and access control.
• Maintain technical documentation, handover documents, and runbooks