Contact Center Data Engineer I

Why Join GEICO? At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive on relentless innovation to exceed our customers' expectations while making a real impact on local communities nationwide. Founded in 1936, GEICO is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the United States. When you join our company, we want you to feel valued, supported, and proud to work here. That's why we offer the GEICO Pledge: Great Company, Great Culture, Great Rewards, and Great Careers. The Contact Center Data Engineer I plays a critical role in improving contact center performance by turning operational, customer, and system data into reliable insights, reporting, and automation opportunities. This role supports the analytics needs of contact center operations, interactive voice response (IVR), self-service, workforce management, product, and technology partners. The ideal candidate combines strong technical skills with practical business judgment and can use data to proactively identify issues, explain performance trends, and recommend actions that improve customer experience, operational efficiency, and business outcomes. This is a hybrid position, requiring on-site presence 2-3 days a week at one of the following locations: Dallas, TX; Palo Alto, CA; Bethesda, MD. Key Responsibilities Develop, test, deploy, and maintain data structures, enterprise reports, dashboards, data visualizations, analytical systems, and recurring performance reporting. Analyze contact center, IVR, digital, customer, and operational data to identify trends, root causes, performance gaps, and opportunities for automation or process improvement. Build and maintain reporting using Power BI, SQL, Amazon QuickSight, Amazon CloudWatch, and other approved analytics tools used by the team. Monitor key operational metrics and proactively identify emerging issues, including changes in call volume, containment, transfer behavior, speed of answer, abandonment, handle time, call drivers, and customer experience indicators. Partner with operations, workforce management, IVR, automation, product, technology, data architecture, and data governance teams to understand business problems, define requirements, and design practical data solutions. Research and query structured and unstructured data sources to understand how systems work, validate data quality, and expand available reporting and insight capabilities. Create clear documentation for code, reporting logic, metric definitions, source systems, data structures, and operational assumptions. Serve as a data steward for assigned subject areas, helping ensure data is accurate, available, properly classified, and governed appropriately. Communicate findings clearly to technical and non-technical audiences, translating complex data into practical business recommendations. Required Qualifications 1+ years of experience in business analytics, data analytics, product analytics, operations analytics, or a related analytical role. 1+ years of experience querying complex data sets using SQL and performing data analysis. 1+ years of experience using analytical or programming languages such as Python, R, SAS, .NET, M, or DAX. Experience developing reporting or data visualizations in Power BI, Amazon QuickSight, Tableau, or similar business intelligence tools. Ability to work with large and complex data sets, validate results, and explain findings in a clear and business-focused way. Ability to manage multiple priorities, follow established processes, learn technical concepts quickly, and work effectively in a cross-functional environment. BA/BS degree in computer science, statistics, analytics, operations research, economics, mathematics, or a related field. Preferred Qualifications Experience supporting contact center, IVR, customer service, workforce management, digital servicing, insurance, or financial technology environments. Experience using Amazon CloudWatch or similar monitoring tools to identify system, service, or operational anomalies. Experience working in an Agile environment with product, engineering, or technology teams. Working knowledge of data governance, metric definition, data quality validation, and documentation practices. Interest in automation, self-service improvement, and translating analytics into measurable business value. Annual Salary $86,100.00 - $141,450.00 The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations. At this time, GEICO will not sponsor a new applicant for employment authorization for this position. The GEICO Pledge: Great Company: Protecting customers through life’s twists and turns with innovation and integrity. Great Careers: Personalized development programs, mentorship, and certification assistance. Great Culture: Inclusive and collaborative culture rooted in shared success. Great Rewards: Competitive pay, benefits, and flexibility to support your well-being and future. The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled. GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.