Overview About Us Full Potential Solutions (FPS) is a global product and services company headquartered in the US. We help contact centers around the world better engage with their customers by combining our deep domain expertise with cutting-edge technology. Our AI-enabled, cloud-scalable analytics products enhance the end-to-end customer journey via omnichannel engagement (voice, email, SMS, chat, and conversational AI) and optimize agent performance. Our offices are spread across the US, Colombia, India and the Philippines. Some exciting initiatives we are working on are: Design, develop and deploy unique omnichannel customer experiences on top of Amazon Connect, including developing proprietary tools and services to extend the Connect platform Developing a comprehensive Data, Analytics, and Reporting platform to integrate, measure, and analyze millions of daily customer interactions/metrics across all our clients Designing and developing fantastic user experiences across data visualization and analytics in the customer engagement/contact center industry Developing standardized AI/ML models to optimize customer engagement and agent performance using various Python frameworks and AWS services (Transcribe, Comprehend, Sagemaker, etc.) Building web/mobile apps to improve agent/manager performance across thousands of agents (metrics, gamification, collaboration) Deploying cutting-edge, tech-enablement services using the AWS ecosystem, including microservices and serverless architecture, CI/CD pipelines, event notification services, search services, multi-tenant architecture and lots more. Our team has successfully built and scaled analytics-focused products and services at companies such as Salesforce, Demandware, IBM, IBEX, and T-Mobile. We have strong backgrounds in Computer Science, Math, and Engineering from top universities. We strongly believe that empowered people are the key to building a great company, and our development process focuses on iteratively improving our products as well as ourselves as individuals and as a team. Our mission as a company is to create an environment where our people THRIVE. We are looking for an experienced Reporting Operations Data Analyst to support the run-the-business operations of the Strategy & Insights Data Operations team. The role will facilitate the process operations across domains, driving control and execution in data outputs and reporting. He/she will be detail-oriented, analytical, and have excellent abilities in analyzing data and identifying issues and solutions. He/she will be an expert at working with large data sets and the technical tools needed to work with them along with good communication skills both verbally and in writing to manage both the domain teams and IT Support. Responsibilities • Drive production environment data validation processes. Identify , raise, and track resolution of issues: for Orbis (including Domain Dashboards), DataMart (Data model refreshes and logic inaccuracies) and Insights Products (Excel Add-In, pivots) • Run publication process of Quarterly Business Review reporting and Monthly Insights products release. • Drive BAU production processes such as weekly segmentations, manual uploading of data via GCP, data validations and IT issue / solution interactions. • Work directly with domain teams and IT to identify and capture process needs of the teams, implementing best practice and driving process efficiencies. Qualifications • Minimum 5 years strong experience in business and data analytics with focus on data analysis, interrogation and reporting • Degree in data management, analytics, statistics, mathematics, or business • Good knowledge of data warehouse modeling and business intelligence concepts (e.g., hierarchies, relationship diagrams, SQL querying, source to target mapping, etc.) • Experience using Tableau, PowerBI or other relevant visualization tools preferred. • Advanced knowledge of Excel and basic knowledge of SQL required.