Contact Center Data Analytics Engineer I

Summary

This role develops, tests, and maintains data structures, dashboards, and analytical systems for GEICO's contact center operations. The engineer will analyze contact center, IVR, digital, and operational data to identify trends, root causes, and improvement opportunities, building recurring reports and visualizations using Power BI, SQL, Amazon QuickSight, and CloudWatch. The position requires SQL and analytical/programming language expertise (Python, R, SAS, .NET, M, or DAX) to query complex datasets, validate data quality, and communicate findings to technical and non-technical stakeholders. The engineer will partner cross-functionally with operations, workforce management, automation, product, and data governance teams to define requirements and design practical data solutions.