Role summary

We are looking for a consultant to support Contact Center as a Service (CCaaS) analytics work across contact center operations, customer experience, and performance optimization. The role focuses on turning CCaaS platform data into actionable insights that improve service quality, workforce efficiency, and business outcomes.

Key responsibilities

Analyze CCaaS data sources such as call, chat, email, IVR, routing, queue, and agent performance data

Build dashboards and reporting packs for operational and executive stakeholders

Identify trends in volume, handle time, abandonment, transfer rate, containment, and first-contact resolution

Perform root-cause analysis on contact center performance issues

Translate business questions into measurable KPIs and analysis requirements

Partner with operations, product, technology, and client stakeholders to define data needs

Support forecasting, staffing, and service optimization discussions

Validate data quality, reconcile source systems,



and document assumptions

- Present findings clearly to both technical and non-technical audiences

Required skills and experience

3+ years of experience in data analysis, BI, or contact center analytics

Strong understanding of CCaaS platforms and contact center metrics

Proficiency with Excel, SQL, and visualization tools such as Power BI or Tableau

Ability to work with large datasets and tell a transparent story with data

- Strong problem-solving, communication, and stakeholder management skills

Preferred qualifications

Experience with platforms such as Genesys, NICE, Five9, Amazon Connect, Cisco, or Avaya

Familiarity with speech/text analytics, workforce management, and customer journey analytics

Exposure to cloud, CRM, or case management integrations

Consulting experience with client-facing delivery

📌 CcaaS Data Analysis-Consultant (Bengaluru)
🏢 Deloitte US-India Offices
📍 Bengaluru