Contact Center Analytics Engineer II
Posted on 1/9/2023
INACTIVE
PolicyGenius

201-500 employees

One-stop shop insurance marketplace
Company Overview
PolicyGenius' mission is to help people get insurance right by making it easy for them to understand their options, compare quotes, and buy a policy, all in one place. The company combines cutting-edge tools with the expertise of real licensed agents to help you protect your family, property, and finances with confidence.
Financial Services
Data & Analytics

Company Stage

Series E

Total Funding

$276.1M

Founded

2014

Headquarters

Topeka, Kansas

Growth & Insights
Headcount

6 month growth

-12%

1 year growth

-21%

2 year growth

-43%
Locations
Remote • Durham, NC, USA • New York, NY, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Python
SQL
Data Analysis
CategoriesNew
Data & Analytics
Requirements
  • 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'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
Responsibilities
  • 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
Desired Qualifications
  • 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. if you have some knowledge of statistical modeling / machine learning
  • You're proficient with SQL, if you also know Python!