Senior Data Consultant

Key Responsibilities

• Design relational database schemas, including normalised and analytical (star/snowflake) models.
• Build and maintain databases across platforms such as SQL Server, PostgreSQL and cloud data platforms (Azure SQL, AWS RDS, Snowflake, BigQuery).
• Write and optimise complex SQL, including stored procedures, functions, views and performance‑tuned queries.
• Develop ETL/ELT logic using SQL‑based approaches and frameworks.

• Work with ACD, IVR and routing datasets.
• Define and validate Contact Centre KPIs such as AHT, FCR, abandonment rate, SLA and occupancy.
• Support analytics use cases including outbound campaigns and bots.
• Apply Contact Centre domain knowledge, ideally including Genesys Cloud.

• Lead customer data health assessments covering: 
  • Data accuracy and completeness
  • Missing and inconsistent data
  • Standardisation and formatting
  • Referential integrity
• Apply and communicate data governance principles clearly.

• Create analytics‑ready datasets for reporting and insight.
• Build KPIs, dashboards and reports using tools such as Power BI, Tableau or Looker.
• Diagnose and resolve issues in data pipelines and reports.

• Lead discovery sessions, data health checks and customer workshops.
• Translate business requirements into technical solutions.
• Communicate complex data concepts in simple, accessible language.
• Manage stakeholder expectations, timelines and dependencies.

Skills Knowledge and Expertise

• Strong SQL‑based data engineering and analytics experience.
• Proven database design and data modelling capability.
• Experience across cloud platforms, integrations (REST APIs) and BI tools.
• Solid understanding of Contact Centre data and KPIs.
• Customer‑facing consulting or delivery experience.
• Strong problem‑solving and diagnostic skills.

• Hands‑on experience with Genesys Cloud data.
• Experience delivering data solutions specifically for Contact Centres.
• Exposure to formal data governance initiatives.

Benefits