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Senior Executive – MIS / Data Analyst (BI, AI & Contact Centre Analytics)

Botaty
, UAE
Full Time
Senior
Onsite
2 weeks ago
Power BIMicrosoft FabricDataverseAzure SQLSQLDAX
Free

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Role Overview

  • As a Senior MIS / Data Analyst, you will own the end to end data lifecycle supporting contact centre and business operations — from data ingestion, integration, and modeling through advanced analytics, AI driven insights, automation, and executive level reporting.

Data Management and Analysis

  • Design, build, and maintain scalable data pipelines ingesting data from Genesys Cloud APIs, CRMs (Salesforce/Dynamics), surveys, telephony, and operational systems.
  • Architect and maintain data models and table structures in Microsoft Fabric, Dataverse, Azure SQL, and Data Lake, including staging, curated, and semantic layers.
  • Build and maintain integrations and connectors between Genesys, Power Automate, Dataverse, SharePoint, Azure, and downstream BI tools.
  • Manage large volume interaction datasets (voice, chat, email, WhatsApp) with pagination, incremental refresh, and historical backfills.
  • Ensure data accuracy, consistency, lineage, and integrity through validation, reconciliation, and automated quality checks.

Business Intelligence, Reporting & Dashboards

  • Prepare daily, weekly, monthly, and ad hoc reports on contact centre KPIs (AHT, CSAT, NPS, FCR, SLA, abandonment, occupancy, quality scores, agent performance) plus business services department reports.
  • Design and publish interactive Power BI dashboards with row level security, drill throughs, and mobile friendly layouts for management and operational users.
  • Build semantic models (DAX, calculation groups, time intelligence) acting as a single source of truth.
  • Automate reporting end to end using Power Automate, Power BI dataflows, scheduled refresh, and alerting.
  • Produce executive PowerPoint / Power BI storytelling decks translating data into actionable narratives.

AI, Automation & Advanced Analytics

  • Implement AI powered analytics use cases for contact centre data — call classification, sentiment analysis, topic mining, intent detection, automated quality scoring, and low score / non scored interaction enrichment.
  • Build automation flows to eliminate repetitive manual reporting and operational tasks.

Technical Engineering & Coding

  • Apply SQL, DAX, Power Query (M), Python, PowerShell, REST APIs, and JSON to extract, transform, and load data.
  • Develop and consume REST APIs (Genesys, Salesforce, Microsoft Graph, custom connectors) with OAuth, pagination, throttling, and error handling.
  • Build reusable Power Query / DAX libraries, templates, and team standards.
  • Optimize pipeline, query, and dashboard performance (incremental refresh, partitioning, query folding, aggregations).

Communication & Stakeholder Engagement

  • Collaborate with Customer Care, Quality, Operations, HR, Finance, and IT to gather reporting requirements and deliver tailored BI solutions.
  • Present findings, trends, and recommendations to senior management with clear visuals and concise commentary.
  • Provide training, documentation, and enablement so business users can self serve dashboards and reports.
  • Act as a trusted data advisor — challenging assumptions, validating metrics, and proposing improvements.

Quality Control & Governance

  • Regularly review and audit reports and dashboards for accuracy, consistency, and alignment with the source of truth.
  • Implement data governance standards — naming conventions, metadata, data dictionaries, ownership, and access control.
  • Maintain technical documentation, handover documents, and runbooks for all pipelines, models, and reports.
  • Apply best practices in security and compliance (data privacy, role based access, Azure AD, DLP).

Minimum Qualification / Additional Notes

  • Bachelor's degree in Computer Science, Information Systems, Data Analytics, Engineering, or related field.
  • Proven experience in data analysis, BI, and reporting, preferably in a call centre environment.
  • Proficiency in Excel, PowerPoint, Power BI, Microsoft Fabric, Dataverse, and coding (SQL, DAX, Power Query/M, Python).
  • Hands on experience with Genesys (or equivalent contact centre platform) and CRM data (Salesforce/Dynamics).
  • Demonstrated experience delivering end to end BI solutions from raw ingestion to executive dashboards.
  • Experience with AI/automation use cases (Power Automate, Azure AI, AI Builder, Copilot Studio, OpenAI/GPT) is highly preferred.
  • Microsoft certifications such as PL 300, DP 600, PL 500, AI 900/AI 102 are a strong advantage.
  • Strong analytical, problem solving, and root cause skills.
  • Excellent communication and presentation skills.
  • Ability to work independently and manage multiple priorities under tight deadlines.
  • Detail oriented with strong commitment to accuracy and ownership mindset.
  • Clear understanding of the business and the purpose of data being used.

Salary

  • AED 7,500 AED 12,000 per month.

Work Location

  • In person.

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