Contact Centre Support Analyst – Data Analytics and Platform Support (IT)

Remote (Alberta, Canada)

Reporting to the Manager Contact Centre Business Support, the Contact Centre Support Analyst – Data Analytics and Platform Support (IT) will be a highly technical position that will have primary accountability of developing, enhancing, maintaining GoA Contact Centre platform, and performing data analytics and developing business Intelligence reports.


The Analyst will work with the team to perform upgrades of the Platform, develop tools for the platform, and develop enhancements (based on knowledge/ suitability for the business problem being addressed), build reusable patterns-based solutions/services on the platform. The position is required to have strong data analytical skills.


The position will be responsible for developing and implementing advanced analytical and predictive models to identify patterns, trends, and insights from the contact centre data sets. You will also be responsible for providing leadership the relevant information on emerging trends and technologies in contact centre, business intelligence methodologies.


The position to analyze the data generated from all GoA contact centres and identify, evaluate, and recommend opportunities of improvement. Furthermore, provide recommendations for continuous improvement and use the skills to leverage data and analytics to help tell compelling stories about the contact centre operations and communicate these with stakeholders.




  • University graduation in a related field, such as Computer Science, Information Technology, or related field with two (2) years related experience.


Preference will be given to candidates with:

  • Strong technical knowledge and experience of data analysis and BI reporting.
  • Experience developing and maintaining services, and platforms.
  • Experience analyzing large amount of data and generating visualizations in different styles. 
  • Experience conveying technical information to decision-makers and key stakeholders. 
  • Experience with database technologies, including relational databases such as SQL Server and alternatives. 
  • Knowledge of contact centre business operations. 
  • Teamwork and collaboration skills.

For more details on eligibility and how to apply, visit:

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