About the role…
Policygenius continues to disrupt the insurance industry by delivering innovative technology-driven experiences. We are advancing our tech capabilities and learning to leverage our hordes of data to develop innovative machine learning applications. We are relentless in our drive to reliably deliver outstanding products at scale. We are growing fast, but we can go further faster with experienced, collaborative, challenge-seeking data engineers like yourself.
Our data engineering team builds, tests, and deploys data/ML pipelines to drive automation and insights. We partner closely with product, design, engineering, data and numerous stakeholders across the company to ensure data arrives to users with utmost quality and availability.
The Contact Center Analytics Engineer will have responsibility for designing, developing, implementing and supporting technologies that include IVR and Dialer and Recording technology. This is primarily a technical, data and development role. You’ll work closely with Sales and Product stakeholders to create campaigns and optimize solutions within the dialer and connecting systems (such as, Whendu and Interable). As a Contact Center Analytics Engineer, you will drive innovation as you design, build, test, implement and support intelligent customer contact solutions. Your efforts allow our internal workforce to positively interact with our customers in a timely manner.
This role reports to the VP of Data.
Base salary for a successful applicant in this role is expected to be $100,000-$140,000 per year. In addition, employees at Policygenius can expect generous benefits and may be eligible for equity. Final offer amounts are determined by factors such as location, experience and expertise.
In this role, you will…
- Build and assess automated methods of intraday capacity balancing
- Install, configure, monitor and maintain a variety of Dialer systems and related software (Whendu and Iterable), user database, phone number management, and advanced call routing functions
- Partner with other data engineers and software engineers on data structure design and tool implementation and optimization
- Build, test and deploy campaigns for outbound dialing based on the marketing strategies utilizing SQL
- Build, test and deploy ACD call routing solutions for various departments
- Effectively describe and explain components of the contact center solution to Executive Leadership in a relatable way
- Maintenance of technical skills and expertise through continuing education, training and lab environments.
- Participate in an after hours on-call rotation schedule that includes basic server updates/upgrades.
- Possess the ability to troubleshoot dial plans and call flow routing logic.
- Provide system configuration, administration and documentation support.
- Develop analytical insights related to dialer optimization, consumer behavior or staffing that continue to enable Policygenius’ rapid growth.
We’d love to hear from you if…
- You have a bachelor’s degree or equivalent in a technical field (e.g., computer science, engineering, statistics) and 2+ years’ of relevant contact center experience
- You are able to perform basic data analysis and data reconciliation and are able to interpret into action. This includes data visualization and metric definition. Bonus if you have some knowledge of statistical modeling / machine learning.
- You’re proficient with SQL, bonus if you also know Python!
- You’re a strong verbal and written communicator
- You can work in a fast paced environment, and adjust focus and workflow based on changing deadlines and needs
- You have proficient experience of Five9 dialer software (or similar telephony systems), and past experience with call center operations
You can expect…
- Company-paid health, dental, vision, life, and disability insurance
- 401(k) plan, FSA, and commuter benefits
- Generous PTO
- A flexible-first workplace with the freedom to work in our beautiful offices or remotely as needed based on the needs of your role, your team, and the business
- The opportunity to grow alongside a company shaking up a big, old-fashioned industry, including training, mentorship, and coaching from leadership
- An inclusive community of fun, diverse, and open-minded coworkers committed to our mission of helping people get financial protection right
About Policygenius
Policygenius is the online insurance marketplace combining cutting-edge technology with the expertise of real licensed agents to help people get the coverage they need to protect their family, property, and finances with confidence. Since 2014, we’ve served as a resource for millions of people on their insurance journeys, and we’ve placed more than $160 billion in coverage. Our $125 million Series E in early 2022 brought our fundraising total to over $250 million.
At Policygenius, we’ve worked hard to maintain an inclusive culture amid our rapid growth. We’re proud of building an environment that encourages our teammates to bring their authentic selves to work, and we’re looking for more people with grit, collaborative attitudes, and creative problem-solving skills to join our team. Come see why we’ve been voted one of Inc. Magazine’s "Best Workplaces" four years in a row!
Diversity at Policygenius
Policygenius believes differences should be celebrated, and we’re committed to building a team as diverse as the customers we serve. We welcome different perspectives and opinions to foster innovation, authenticity, and excellence across all parts of our company, and are committed to providing employees with a work environment free of discrimination and harassment.
As an Equal Opportunity Employer, Policygenius highly encourages applicants from all walks of life. All employment decisions at Policygenius are based on business needs, job requirements, and individual qualifications without regard to actual or perceived race, color, sex, pregnancy, sexual orientation, gender identity or expression, age, national origin, political affiliation or belief, religion, disability, uniformed service, marital status, or any other status protected by law.
Come join the team!