NICE - Data Analyst

Company Description

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win. 
  
Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle. 

Job Description

The Data Consultant will be a pivotal member of the Data Analytics team, collaborating closely with NICE Business Consultants, Sales Executives, and clients to deliver data-driven solutions for optimizing contact center operations. This role involves designing, developing, and maintaining automated Business Intelligence (BI) solutions, conducting data analysis, and presenting actionable insights to stakeholders. The ideal candidate possesses a strong blend of technical proficiency, analytical acumen, and excellent communication skills.

Job Description (Duties and tasks)

The Data Analyst performs a wide range of duties including some or all of the following:

• Design, develop, deploy, and maintain data projects throughout their lifecycle, including requirement analysis, database modeling, coding data pipelines in Python and SQL, and delivery.
• Identify and propose improvements to our ETL/ELT platform's coding architecture to enhance efficiency and effectiveness.
• Ensure data consistency, reliability, and performance across pipelines.
• Define relationships between tables, optimize data storage, and ensure data accuracy.
• Create efficient and well-structured semantic models for Power BI reports and dashboards.
• Create robust APIs for data retrieval, transformation, and integration.
• Collaborate with database administrators to design and maintain database schemas that align with business requirements.
• Translate insights and recommendations into understandable language for both technical and non-technical stakeholders.

Additional responsibilities:

• Develop and deliver presentations, presenting recommendations to NICE Business Consultants and NICE Customers.
• Support NICE Business Consultants in identifying additional solutions and service opportunities.
• Collaborate with NICE Business Consultants to enhance customer servicing and contact center operations, proposing and implementing improvements to existing scripts and queries.
• Ability to abstract business concepts into quantitative metrics (e.g., KPIs, OKRs etc.)
• Maintain up-to-date documentation for data workflows, ensuring clarity and accessibility for team members and stakeholders.
• Construct financial analyses related to Call Center Key Performance Indicators (KPIs), including potential and achieved benefits.
• Continuously improve documentation practices to align with industry standards and best practices

Qualifications

Qualifications (Requirements)

• Working towards a Bachelor’s Degree in Business, Computer Science, Mathematics, Engineering, or a related analytical field, or equivalent practical experience.
• Proven experience in analytics engineering, business intelligence, data engineering, and/or enterprise reporting.
• Proven programming experience in Python.
• Strong proficiency in SQL for effective data modeling, querying, and analysis in PostgreSQL, MySQL, Oracle, etc.
• Knowledge in data visualization tools such as Power BI, Tableau, etc.
• Data modeling skills, both dimensional and relational.
• Exceptional analytical skills and the ability to communicate complex concepts effectively.
• Self-motivated and proactive with the ability to work autonomously and to adapt in a fast-paced environment.
• Excellent verbal, written, and presentation skills.

Preferred experience (Plus);

• Hands-on experience with cloud platforms
• Basic CI/CD Principles
• Experience with Docker
• Any Cloud or Power BI experience, courses, or certifications.
• Experience working directly with clients and business partners.
• Domain experience in contact center Workforce Management, IVR and routing, Performance Management, Back Office Management, Process Automation (Robotics), or Quality Management solutions.

Additional Information

Join one of the best place to work companies and enjoy great benefits such as Premium Healthcare, ergonomy/connectivity bonus, life insurance among others. Hybrid model in Bogotá, Colombia.