Contact Centre Data Analyst

Role Responsibilities

Are you passionate about using data and emerging technologies to improve public services? This role puts analytics and innovation at the heart of GoA contact centre operations.

This position is critical to supporting all GoA contact centres and the Albertans they serve by enabling data-driven decision-making and advanced analytics to ensure efficient, responsive service delivery. Reporting to the Manager, Contact Centre Business Support, the Data Analyst gathers, cleans, and maintains large volumes of contact centre data to ensure accuracy and usability for reporting, analytics, and AI-enabled tools.

The role focuses on enhancing the contact centre and reporting platforms, analyzing operational data to identify trends and opportunities for improvement, and defining and monitoring analytics and AI performance metrics. By integrating data from CXone and ServiceNow, the analyst provides a comprehensive view of client journeys and service interactions. The Data Analyst develops and automates dashboards and reports that deliver actionable insights, communicates findings clearly to stakeholders, and works closely with technical teams on platform enhancements, agile projects, and continuous improvement initiatives.

This role is essential to leveraging data, analytics, and AI to drive operational excellence and innovation across GoA contact centres. While prior AI experience is not required, a strong interest or willingness to learn AI is critical. Experience or curiosity in using AI to summarize data, detect anomalies, identify outliers, and automate time-consuming processes will support success in this evolving role.

Responsibilities:
Some of the responsibilities of this position include but are not limited to:

• Data Analysis & Reporting.
• Service Operations & Support.
• Client Service & Collaboration.
• Continuous Improvement.

To be successful in this position, you will demonstrate:

• Strong teamwork skills, including the ability to follow direction, mentor and support colleagues, and meet deadlines.
• Excellent communication skills, with the ability to convey complex information to staff with varying levels of system knowledge.
• The ability to positively influence, negotiate, and gain commitment from others.
• Capacity to manage multiple projects under pressure while meeting required time frames.
• High levels of motivation, creativity, and initiative.
• Strategic thinking, with the ability to understand outcomes and impacts.
• Strong analytical, planning, organizational, evaluation, and problem-solving skills.

Future-Focused Skills Matter
While prior AI experience is not required, we're looking for candidates with a strong interest in emerging technologies and a genuine enthusiasm for improving and automating time consuming processes. The ideal candidate should be eager to learn AI to summarize data, identify anomalies, detect outliers etc.

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:

https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

• Agility: Ability to anticipate, assess, and readily adapt to changing priorities, manage resilience in times of uncertainty and effectively work in a changing environment.
• Creative Problem Solving: Ability to assess options and implications in new ways to achieve outcomes and solutions.
• Develop Networks: Leverages relationships to build input and perspective. Looks broadly to engage stakeholders. Open to perspectives towards long-term goals. Actively seeks input into change initiatives. Maintains stakeholder relationships.
• Systems Thinking: The work done within the APS is part of a larger integrated and inter-related environment. It is important to know that work done in one part of the APS impacts a variety of other groups/projects inside and outside the APS. Systems thinking allows us to keep broader impacts and connections in mind.

Qualifications

Required:

• University degree in a related field such as Computer Science, Information Technology. 
• 2 years of related experience working with:

• • Large enterprise data, cloud Solutions such as Contact Centre as a Service (CCaaS).
  • Technical components, data analytics, visualizations.
  • Structured and unstructured data (JSON-style data).
  • Solid understanding of ETL and ELT patterns, incremental loads, late-arriving data, handling time zones/interval buckets, and auditability.
  • Solid experience with Power BI and enterprise reporting tools.
  • Data storytelling, facilitation, translating business queries into metics.

• Excellent communication and interpersonal skills.

Equivalencies: Equivalencies are considered:  

• A  related two-year diploma from a recognized post-secondary institution and four (4) years related experience; or
• A related one-year certificate from a recognized post-secondary institution and five (5) years of related experience.

Assets:

• Experitse in change management and information management methodologies.
• Broad understanding of the technical environment and linkages between systems
• Strong technical, and problem-solving skills.
• Ability to detect and repair problems, independently and quickly.
• Ability to research issues accurately to identify and solve problems.
• Experience in preparing professional presentations and training materials and conduct training sessions.
• Experience in NICE InContact. 
• Experience in ServiceNow.
• Expertise in languages (SQL) and experience working with relational databases, query authoring (SQL) as well as working familiarity with a variety of databases.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

Term of Employment: Permanent full-time position.

Hours of Work:  36.25 hours per week

Location:  Greater Edmonton area (Remote)

This position is eligible for remote work. You must reside in Greater Edmonton Area, Alberta to work remotely for this position.

Final candidates will be required to undergo enhanced security screening.

Applicants are advised to provide a cover letter summarizing information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of
required competencies. 

This competition may be used to fill future vacancies, across the Government of Alberta, at   the same or lower classification level. 

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Links and information on what the GoA have to offer to prospective employees.

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Management Employees Pension Plan (MEPP) - https://www.mepp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Leadership and mentorship programs.