Engineering Ops Data Analyst

At Talkdesk, we are courageous innovators focused on redefining customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits and minimizing our global footprint. Each day, thousands of employees, customers and partners all over the world trust Talkdesk to deliver a better way to great experiences. 

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #17 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, Contact Center as a Service (CCaaS) is the unit responsible for the Contact Center part of the business. From the Agent interfaces to the routing core, from the dialing machinery to digital channels, everything is working together to connect the user to a great experience and provide the best service.

Serving thousands of contact center Agents from around the world, supporting hundreds of thousands of customers in different industries and carrying on millions of interactions per year,  CCaaS is the beating heart of Talkdesk’s modern, cloud-based, distributed contact center.

It doesn’t matter if it's a support request, a sales contact or a special campaign, CCaaS has everything covered.

As an Engineering Operations Analyst & Tool Specialist for Talkdesk CCaaS, we need you to help us tell a story of how well we are meeting our People, Agile Practices, Product, and Engineering goals and release plans via data. The primary responsibilities of this position are to support the CCaas Engineering teams with tool integrations, tool configuration, charts and graphs that show us how well we are achieving our improvement goals, and highlighting where we should focus our coaching and process improvements.   

We know skills and competencies show up in many different ways and can be based on your life experience. If you do not necessarily meet all the requirements that are listed, we still encourage you to apply for the position.

Responsibilities

• Work with leaders in the business to create dashboards with charts and graphs to show our key metrics and trend lines showing improvements in the four key areas of People, Agile Practices, Product, and Engineering, using Jira Dashboards and Google Data Studio;

• Develop and execute data integrations strategy for connecting Jira other tools;

• Manage ad-hoc reporting and analysis requests for the Engineering organization CCaaS, as needed;

• Identify and troubleshoot issues with data connectors and integrations between Jira, ProductBoard, Velocity/Code Climate, and other tools we use.

Requirements

• Bachelor’s Degree in Engineering or related areas;
• Fluency in English is mandatory;
• Experience analyzing team performance, especially Engineering teams;
• Experience using tools like Google Data Studio, Power BI, etc;
• Experience JIRA for teams, JIRA Dashboards, and JIRA Portfolio (Advanced Roadmaps);
• Knowledge of Docker, Confluence, Jenkins, AWS, Twilio, Velocity/code climate, Looker, Github and Agile;
• Personality to partner with coaches and teams to get curious about the data, study root causes and issues, understand motivations, And work kaizen-style for improvements;
• An understanding that charts showing improvements can ‘lie’ and dig into the why;
• An understanding on how to use data to help a team find root cause of issues - how does the data tell a story and enable improvement;
• Personal presence and confidence to work with managers and directors;
• Experience with google forms for surveying teams;
• Some experience with engineering teams using agile methods;
• Growth mindset to always learn, always adjust and improve.

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.