Location: Newark (hybrid) preferred. Open to remote for the right person. Payrate 60 - 75 per hour Job Description: Level of Experience: 3-5 years BI developer/ Reporting Analyst needed to work with Genesys IVR developers to understand how they are tracking the customer journey in the IVR flow to ensure the necessary data points are tracked in the appropriate parts of the flow to ensure that we can later extract the data to understand if the IVR is providing an efficient experience to the caller. If not, candidate needs to be able to identify improvement opportunities, bottle necks, etc to guide the Genesys IVR dev teams on what enhancements are needed. Candidate should experienced in all common contact center processes, KPIs and metrics and be familiar with telephony systems. Should also have working knowledge of BI/Analytics tools (PowerBI/Tableau) for creation of dashboards, reports, etc in order to be able to clearly socialize analysis. Workforce management experience a plus. Key Skills: Advanced knowledge of native Genesys Cloud CX Reports and Dashboards. Tableau and/or PowerBI design and development experience. Big data, noSQL, SQL, data query/extraction coding experience.