Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
SummaryAs a Senior Data Analyst, you will play a pivotal role in transforming how Genesys leverages data to enhance Customer Experience (CX) and operational excellence. You’ll retrieve, analyse, and visualize large-scale data from enterprise data sources to deliver insights that improve Support efficiency, customer satisfaction, and strategic decision-making.
Working closely with Support, Customer Success, Product, and Engineering teams, you will translate complex datasets into actionable insights through compelling Tableau dashboards, text analytics, and machine learning models.
Key ResponsibilitiesData Retrieval & Analysis
Extract, transform, and analyse data from Snowflake, relational databases, and other data warehouses.
Write and optimize complex SQL queries to support data exploration, reporting, and advanced analytics.
Work with both structured and unstructured data to derive meaningful business insights.
Advanced Analytics & Insights
Partner with stakeholders to understand business challenges and design analytical approaches to solve them.
Apply statistical methods, text analytics, and machine learning techniques (e.g., classification, sentiment analysis, clustering) to uncover patterns and opportunities.
Leverage Python or R for automation, predictive analytics, and integration with ML or GenAI models.
Build scalable data pipelines and workflows to support both traditional analytics and AI-driven solutions.
Visualization & Storytelling
Design and maintain impactful Tableau dashboards and reports that provide clear, actionable insights.
Present analytical findings in a way that supports decision-making and drives measurable business outcomes.
Bachelor’s or Master’s degree in Data Science, Statistics, Computer Science or related discipline.
5+ years of experience in data analytics, with at least 4+ years in advanced analytics or BI roles.
Proven expertise in SQL and data modelling for analytics.
Strong proficiency in Tableau (or Power BI) for visualization and dashboard design.
Solid grounding in statistical and analytical methods—profiling, regression, trend analysis, segmentation, forecasting.
Experience working with Genesys Cloud data or analytics is a strong plus.
Exposure to the AWS ecosystem (e.g., S3, Redshift, Lambda, Glue, SageMaker) is a significant advantage.
Excellent communication and data storytelling skills, with the ability to influence business and technical stakeholders.
Exposure to text analytics/NLP tools or LLM integrations for business applications
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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What We Do
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
