Business Intelligence Engineer

Responsible for the design, development, administration, and continuous improvement of enterprise contact center analytics, business intelligence, and AI-enabled reporting solutions.

This role owns the full analytics lifecycle, including data acquisition, integration, modeling, warehousing, reporting, dashboard development, trend analysis, forecasting, and insight generation. The position works closely with Contact Center Operations, Business Intelligence, IT, Application Development, and external vendors to transform data from the contact center and business platforms into actionable insights that support operational performance, customer experience, workforce optimization, financial reporting, and strategic decision-making.

This role serves as a technical and analytical leader responsible for modernizing reporting capabilities through automation, self-service analytics, semantic modeling, and emerging AI technologies including Microsoft Copilot, Power BI AI capabilities, Large Language Models (LLMs), and enterprise AI solutions.
KEY DUTIES & RESPONSIBILITIES
Data Engineering & Integration (25%)

- Design, develop, and maintain SQL views, stored procedures, functions, and database objects.

- Build and support data integrations between various platforms, APIs, and enterprise data sources.

- Develop and maintain data warehouse structures, dimensional models, semantic models, curated business datasets, and analytical data assets including SSAS Multidimensional Cubes, SSAS Tabular Models, measures, hierarchies, aggregations, partitions, processing strategies, and performance optimization.

- Design and support ETL/ELT pipelines for efficient movement and transformation of operational and reporting data.

- Monitor and maintain data quality, integrity, and consistency across reporting environments.

- Partner with IT and application teams to identify and implement new data sources.

Business Intelligence & Reporting Solutions (25%)

- Design, develop, administer, and support enterprise business intelligence solutions including Power BI datasets, semantic models, dashboards, scorecards, executive reporting, and self-service analytics capabilities.

- Develop reusable KPI frameworks, reporting standards, business rules, calculations, and governed semantic models that support consistent enterprise reporting.

- Administer Power BI workspaces, gateways, security models, deployment pipelines, source control, testing, release management, and reporting governance processes.

- Develop monitoring, validation, reconciliation, and alerting solutions to ensure data quality, reporting accuracy, platform reliability, and enterprise performance standards.

- Maintain reporting documentation, metadata, data dictionaries, and reporting lifecycle management processes.

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Analytics, Trend Analysis & Insights (20%)

- Perform trend analysis across contact center operational, financial, workforce, and customer experience metrics.

- Analyze volumes, service levels, abandonment rates, productivity, occupancy, callback utilization, queue performance, customer experience, and operational efficiency metrics.

- Identify trends, anomalies, root causes, and opportunities for process improvement.

- Develop forecasting models and support workforce planning activities.

- Communicate findings and recommendations to operational leaders and executive stakeholders.

- Design and monitor key performance indicators supporting business objectives.

AI-Enabled Analytics & Innovation (15%)

- Evaluate and implement AI-enabled analytics solutions to improve reporting automation, insight generation, anomaly detection, and decision support.

- Design datasets and semantic models optimized for natural language querying and AI-powered analytics experiences.

- Utilize Microsoft Copilot, Power BI AI capabilities, Microsoft Fabric, and approved enterprise AI platforms to enhance reporting and analytics workflows.

- Identify opportunities to automate manual analy