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Metro location, mid-level BI title, and general Power BI skills increase applicant competition moderately.
Contact-center platforms (NICE, CCaaS) and CX domain make skills less transferable across industries.
Explicit 5-8+ years, 3+ Power BI, CCaaS and NICE requirements create strict candidate filters.
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Develop, maintain, and enhance Power BI dashboards and automated reporting solutions for customer contact center data.
Analyze contact center performance metrics using CCaaS and NICE analytics, providing actionable recommendations to improve customer experience and operational efficiency.
Partner with multiple stakeholders and present insights to senior leadership to support decision-making and performance improvement initiatives.
5-8+ years of experience in Business Intelligence, Analytics, or Contact Center Insights.
3+ years of hands-on Power BI experience with advanced skills in DAX, Power Query, and data modeling.
Experience with CCaaS platforms (e.g., Genesys Cloud, Five9, Amazon Connect, NICE CXone) and NICE Analytics tools.
Graduate degree; Location required: Gurugram, India.
Proven ability to manage and deliver BI reporting and analytics in BPO or Customer Operations environments.
Strong expertise in translating complex analytics into clear business insights for senior leadership.
Demonstrated experience automating reporting processes and driving adoption of self-service analytics tools.