Company Description:
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description:
The Data Consultant is responsible for partnering with NICE Business Consultants in servicing customers in the areas of contact center and process improvement with NICE clients. Designing, developing, and maintaining BI solutions to analyze and publish data insights and actionable recommendations, this role is responsible for helping NICE clients drive value. The consulting Data Analyst will build long term relationships with NICE Business Consultants and Sales Executives while driving exceptional end to end service delivery with a strong focus on statistics, machine learning, data analytics, business intelligence, and AI-driven solutions. Will have significant customer facing experience, is expected to be able to communicate fluently in English and present results of highly specialized statistical analysis effectively.
- Analyze new and existing customers’ KPI performance and develop contact center analyses, consultative recommendations and regular quarterly business reviews.
- Build financial analyses: potential and achieved benefit calculations and models from the Call Center KPIs.
- Able to communicate complex analysis and insights to various stakeholders inside and outside of analytical teams.
- Design, develop, deploy, and maintain a suite of ‘automated’ / ‘repeatable’ pipelines, scripts, machine learning solutions, statistical models and SQL Queries to support NICE Business Consultants and VRS offerings
- Utilize existing BI-enabled dashboards, Python Scripts and SQL queries to publish data outputs and data insights for NICE Customers & Business Consultants.
- Develop presentations and effectively communicate recommendations to Business Consultants and NICE Customers.
- Focus on Contact Center best practices & processes up to and including industry KPI benchmarks. Also understand contact center definitions and calculations.
- Support NICE Business Consultants in identifying additional solutions and services opportunities.
Qualifications:
- Advanced English level (B2 or Higher)
- BS. in Computer Science, Statistics, Mathematics, Industrial Engineering or related analytical field of study - or related experience
- At least 4 proven years of professional experience covering B.I., data science, machine learning, and/or statistical analysis.
- Advanced Python and/or R skills.
- Advanced SQL skills.
- High intellectual curiosity, advanced analytical skills, and the ability to effectively communicate complex concepts
- Ability to work flexibly and independently in a fluid environment
- Exceptional attention to detail
- Methodical ability to identify gaps in source data.
- Excellent problem-solving ability in high pressure situations.
- Excellent negotiation skills to resolve internal and external competing priorities.
- Proven ability to influence cross-functional teams without formal “direct-line” authority
- Excellent verbal, written communication, and presentation skills are a must.
- Proven data analyst experience (in contact center industry would be preferred)
- Plus: Domain experience with contact center Workforce Management; IVR & Routing; Performance Management; Back Office Management; Process Automation (Robotics); or Quality Management solutions.
- Experience preferred in using AI-driven solutions such as AI-assisted coding tools, LLMs, prompt engineering, and building or managing autonomous, agentic AI workflows.
Additional Information:
All your information will be kept confidential according to EEO guidelines.
