Call Center Ivr System Analyst Jobs (NOW HIRING)

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 Analytics Engineer II is an experienced analytics professional responsible for building reliable data solutions, producing actionable insights, and helping guide more complex analytics work across contact center operations, IVR, automation, workforce management, product, and technology functions. This role carries the same core responsibilities as the Data Analytics Engineer I role, but with greater ownership, stronger technical depth, and a higher expectation to lead analysis, influence decisions, improve data practices, and help less-experienced team members solve problems effectively.

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; Buffalo, NY; San Diego, CA; Virginia Beach, VA; Fredericksburg, VA; Tampa, FL.

Key Responsibilities

• Design, develop, test, deploy, and maintain more complex data structures, enterprise reports, dashboards, analytical systems, and visualizations that support operational and strategic decision-making.
• Lead analysis of contact center, IVR, digital, customer, workforce, and system performance data to identify root causes, quantify business impact, and recommend practical actions.
• Build and enhance reporting solutions using Power BI, SQL, Amazon QuickSight, Amazon CloudWatch, and related analytics or monitoring tools used by the team.
• Proactively detect operational or system issues by monitoring performance patterns, outliers, anomalies, and metric movement across contact center and IVR environments.
• Translate complex business needs into technical requirements and scalable reporting or analytical solutions that can be used by operations, product, automation, workforce management, and technology partners.
• Evaluate new internal and external data sources, validate data quality, and recommend ways to expand data warehouse, reporting, and self-service analytics capabilities.
• Assist with the assessment and cultivation of long-term business intelligence, automation, and operational insight opportunities in partnership with business, engineering, data architecture, and data science teams.
• Improve reporting standards, metric definitions, documentation, testing practices, and data governance controls for assigned subject areas.
• Support and coach less-experienced analysts or engineers by reviewing work, sharing best practices, and helping the team use consistent development and validation practices.
• Communicate complex insights clearly to technical and non-technical stakeholders and influence decisions through strong data storytelling, business context, and practical recommendations.

Required Qualifications

• 2+ years of experience in business analytics, data analytics, product analytics, operations analytics, or a related analytical role.
• 2+ years of experience querying complex systems using SQL and performing data analysis.
• 2+ years of experience using analytical or programming languages such as Python, R, SAS, .NET, M, or DAX.
• 1+ years of experience using source control, DevOps tools, or collaborative development practices.
• 2+ years of experience developing business intelligence reporting or data visualizations in Power BI, Amazon QuickSight, Tableau, or similar tools.
• Experience analyzing operational data, identifying root causes, and translating findings into business recommendations.
• Ability to manage more complex assignments, work across multiple business partners, and operate with limited direction in a fast-moving 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 tools to monitor system, service, or operational performance and identify anomalies.
• Experience with big data, cloud-based technologies, data warehousing, or data engineering concepts.
• Experience working in Agile delivery environments with product owners, engineers, and business stakeholders.
• Experience mentoring peers, reviewing analytics work, improving reporting standards, or helping teams adopt consistent development practices.

Annual Salary

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.

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.