Job Description

Roles & Responsibilities

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.

Key Responsibilities / Accountabilities

• 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,

  
  

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

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).

Desired Candidate Profile

• Bachelor's degree in Computer Science, Information Systems, Data Analytics, Engineering, or related field.

• Proven experience in data analysis, BI, and reporting,preferably in a call centre environment.

• Proficiency in Excel, PowerPoint, Power BI, Microsoft Fabric, Dataverse, and coding (SQL, DAX, Power Query/M,Python).