Senior Analyst, Contact Center

Purple

. Lead complex analytics projects from data acquisition to insight delivery, aligned with business priorities .

Posted 9/29/2026full-timeDraper • Utah • United StatesSenior💰 $85,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in advanced analytics, including predictive modeling and statistical analysis, while effectively communicating insights to influence decision-making across the organization. Proficient in SQL, BI tools, and contact center technologies, with a strong focus on data governance and project management.

Highest-signal resume keywords

Advanced SQL ProficiencyPredictive Modeling ExpertiseBI Tools (Power BI, Tableau, Looker)Contact Center Analytics ExperienceLeadership and Project Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisStatistical AnalysisData ModelingSQL OptimizationPredictive ModelingForecastingAutomation SolutionsMachine LearningExcel (Power Query, Power Pivot, Macros)Scripting (Python or R)

Soft Skills

Excellent CommunicationInfluencing SkillsMentoring

Tools & Technologies

Power BITableauLookerInContactZendeskNetSuiteNICE IEXVerintCalabrioNexidia

Industry Keywords

Contact Center DataData GovernanceWFM/WFO PlatformsSpeech/Text AnalyticsAI/Bot Integration

Tech Stack

Tools & technologies

PythonSQLTableau

About the role

Key responsibilities & impact

Lead complex analytics projects from data acquisition to insight delivery, aligned with business priorities
Serve as a primary analytics consultant to contact center leadership, translating findings into clear recommendations
Analyze large, diverse datasets to uncover trends, performance gaps, and predictive indicators
Design and implement automation and advanced analytics solutions, including machine learning models and statistical analysis
Own data governance for contact center analytics, including prioritizing requests and migrating to new data sources
Develop and maintain enterprise-grade BI dashboards, reports, and KPIs for executive stakeholders
Mentor junior analysts on data modeling, SQL optimization, and visualization best practices
Partner with Data Engineering, Workforce Management, IT, and Customer Experience to support evolving data needs

Requirements

What you’ll need

BA/BS in Analytics, Data Science, or a related field, or equivalent experience
Master's degree preferred
4+ years of progressive analytical experience, including 2+ years in a senior or lead analytics role
3+ years of experience with contact center data, systems, and analytics
Advanced proficiency in SQL and at least one scripting language (Python or R)
Expertise in BI tools such as Power BI, Tableau, or Looker
Advanced skills in predictive modeling, forecasting, and statistical analysis
Excellent communication skills with the ability to influence across all levels of the organization
Experience with contact center technologies (inContact, Zendesk, NetSuite) and WFM/WFO platforms (NICE IEX, Verint, Calabrio)
Experience with speech/text analytics tools (Nexidia, Level AI) and integrating structured and unstructured data
Expertise in sophisticated chat configurations, including AI/bot integration and multi-system workflows
Expert-level Excel skills (Power Query, Power Pivot, macros)
Strong leadership and project management capabilities

Benefits

Comp & perks

Medical, Dental, Vision
401(k) Match
Flexible PTO
Earn a Mattress
Purple Swag
Amazing Purple Products
Annual employee appreciation events