Bi Engineer

Summary

Join EDCi, a leading provider of infrastructure and call center technology services, as a Business Intelligence Data Engineer. This remote position requires expertise in Power BI and contact center operations. You will design, develop, and implement Power BI dashboards, integrate data sources, and collaborate with stakeholders to deliver actionable insights. The ideal candidate possesses strong technical and business analysis skills with a proven track record of building scalable data solutions. EDCi offers a flexible, family-oriented work environment with numerous perks, including remote work, paid time off, and funded training.

Requirements

• Expertise in Power BI: Skilled in creating interactive dashboards, DAX calculations, data modeling, and optimizing Power BI reports for performance
• Proficiency in Microsoft SQL Server, SSIS, and API’s; experience working in environments with high data volume and frequent updates (e.g., contact center data)
• Hands-on experience integrating contact center platforms (e.g., Genesys, Five9) and CRM tools (e.g., Salesforce, Dynamics) into BI solutions
• Strong business analysis skills, including the ability to define and interpret business requirements for BI and analytics projects
• Experience developing and calling web service APIs, including REST and SOAP, to integrate external data sources into Power BI or related platforms
• Familiarity with multi-dimensional (OLAP) databases and translating dimensional data models into physical data structures
• Proven track record as a BI ETL Developer, working on large-scale BI implementations

Responsibilities

• Design, develop, and implement Power BI dashboards and reports to meet business requirements, particularly in the context of contact center operations, such as call handling metrics, customer satisfaction tracking, and workforce management
• Collaborate with business stakeholders to gather and analyze contact center KPIs and data requirements
• Assess existing data models and provide actionable recommendations to improve performance, data integration, and development processes
• Serve as a lead developer for integrating new data sources and APIs into Power BI, focusing on contact center tools such as CRM platforms, telephony systems, and workforce management software
• Develop and refine detailed dimensional and multi-dimensional (OLAP) data models
• Provide ETL design and support to ensure high-quality data extraction, transformation, and loading into the Power BI environment
• Guide client technical staff in configuring and maintaining data pipelines, ensuring data accuracy, consistency, and compliance with business rules
• Document development and integration processes to facilitate knowledge transfer to client teams
• Design and optimize real-time integrations between contact center systems and Power BI to deliver up-to-date, actionable insights

Preferred Qualifications

• Experience in designing and delivering BI solutions for contact centers, including expertise in metrics like Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT)
• Strong communication skills to interact professionally with stakeholders, from executives to technical and non-technical team members
• Experience with Power Automate, Power Apps, or other Microsoft tools for enhancing BI workflows
• Familiarity with data governance and data quality frameworks in contact center environments

Benefits

• Remote work from home
• Paid holidays, vacation and sick time
• Bring Your Own PC Policy
• Cell phone reimbursement
• Casual dress
• Funded training and certifications
• Health, dental & vision insurance
• 401K match