Senior Analyst, Advanced Analytics

Details

Responsibilities

• Build agentic analytics pipelines that automate insight generation across all key metrics including contact volume, handle time, and resolution quality — reducing analytical drag across CS.
• Develop reusable skill libraries — composable agent tools (volume lookups, NPS pulls, handle time calculations) callable across workflows and teams.
• Design and govern prompt templates and playbooks — standardised, governed prompts for recurring analytical questions (e.g. “what drove contact volume this week”).
• Build orchestration workflows — multi-step pipelines that chain skills together to produce automated insight narratives and proactive alerts without manual intervention.
• Deploy self-serve interfaces that enable non-technical personas to query certified data independently.
• Ship rapid, prompt-driven dashboards that compress the cycle from business question to live view, serving varied personas without analyst bottleneck.
• Automate business reviews — scheduled, agent-generated summaries of key CS metrics delivered to stakeholders without manual effort.
• Build and maintain evaluation and observability frameworks that monitor agent output quality, detect drift, and ensure outputs stay within governed data boundaries.
• Define, document, and certify metrics within Minerva 2.0 and Midas, ensuring agentic outputs and self-serve interfaces are anchored to a single source of truth across CS.

Requirements

• 5+ years of experience in analytics/data science with a strong track record of solving ambiguous business problems and driving measurable impact, shipping AI-enabled solutions, not just analyses.
• Proven ability to own end-to-end data projects — from problem scoping and data extraction to analysis, insight generation (including BI tools), and business recommendations.
• Advanced SQL and Python at production-grade standard, with experience on large-scale data systems (Presto, Hive, Spark).
• Rapid front-end prototyping — vibe-coded dashboards, apps, or embedded analytics built at speed for non-technical audiences.
• Advanced Tableau proficiency for certified, production-grade BI delivery.
• Metrics governance and certification — ability to define, document, and certify metrics, ensuring agentic outputs are anchored to a single source of truth.
• Production LLM and prompt engineering experience — shipped LLM-integrated workflows, governed prompt libraries, and retrieval-based systems.
• Agentic system and orchestration design — tool chaining, context management, and building reliable pipelines with minimal human-in-the-loop intervention.
• RAG, vector databases, and semantic search — applied to unstructured contact and case data.
• Agent output evaluation and observability — experience monitoring AI pipeline quality and maintaining governance guardrails.
• Strong communication skills with the ability to translate complex AI-powered solutions into clear narratives for non-technical business stakeholders.
• Self-starter mindset with high ownership, comfortable operating with quarterly autonomy in a fast-paced environment.

Benefits

• Base pay range (annualized) is inclusive of allowances and is subject to change.
• This role may be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.