Oracle is seeking a highly skilled and analytical Contact Center Reporting Developer to join our team. In this pivotal role, you will be instrumental in transforming raw contact center data into actionable insights, enabling data-driven decision-making across Oracle's global operations.
This position is ideal for individuals with a passion for data, a deep understanding of contact center dynamics, and expertise in developing comprehensive reporting solutions. You will contribute to a mission-critical service supporting over 15,000 agents across 80 Oracle Business Units.
Key Responsibilities
As a Contact Center Reporting Developer, you will be responsible for, but not limited to:
Real-Time Report Development: Designing, developing, and implementing real-time dashboards and widgets for Contact Center operations, specifically focusing on Agent and Queue-related statistics.
Alerting & Notification: Configuring and enhancing alerting and notification mechanisms tied to real-time report thresholds.
Historical Report Development: Creating comprehensive historical reports for Agents, Queues, entire interaction journeys, and DNIS (Dialed Number Identification Service) analysis.
Data Enhancement & Custom Metrics: Utilizing call-attached data or Key-Value Pairs (KVPs) to enrich both real-time and historical reports. Developing new statistical metrics based on complex formulas, including individual and combined statistics.
Data Aggregation & Drill-Down: Implementing data aggregation techniques and drill-down capabilities for historical reports, allowing analysis from 15-minute intervals up to weekly and monthly views.
Operational Report Development: Developing robust operational reports covering:
Overall contact center volume (daily, weekly, monthly). Separate reports for Inbound, Outbound, and Callback call volumes. LOB (Line of Business)/BU (Business Unit) based call volume reporting. Agent-level operational reports (e.g., active agents, provisioned agents, login/logout patterns).Database Management & ETL: Collaborating on database design and management. Writing and optimizing ETL (Extract, Transform, Load) processes to integrate vendor APIs with our data warehouse and aggregate contact center data.
Quality Assurance: Ensuring the accuracy, consistency, and reliability of all developed reports and data.
Preferred Qualifications & Experience
We are looking for individuals with a proven track record in contact center reporting and data development.
Candidates should possess solid reporting development expertise, demonstrated through their experience in creating Real-time, Historical, and Operational reports within a contact center environment. This must be complemented by a strong understanding of databases, particularly Oracle Databases, and hands-on ETL expertise in integrating vendor APIs with enterprise data warehouses and writing ETL scripts for data aggregation. Proficiency in SQL and other relevant scripting or programming languages for data manipulation and ETL is also essential.
Candidates must possess hands-on experience with leading reporting and business intelligence tools such as Oracle Analytics Cloud (OAC). Experience with data warehousing solutions like Oracle Cloud Data Platform (CDP) and Oracle Data Integrator is a must. They should have a deep understanding of contact center operations, including key metrics (e.g., ASA, AHT, Service Level), and call flow concepts. Strong analytical and problem-solving skills are essential, enabling them to translate complex data into actionable insights. Excellent written and verbal communication skills are required for collaborating effectively with business stakeholders and technical teams. Experience in troubleshooting data discrepancies and reporting issues is also necessary. Finally, familiarity with Cloud platforms (e.g., OCI, AWS, Azure) and cloud-native data services is considered a significant advantage.
Qualifications: B. Tech or B.E. degree or equivalent experience relevant to the functional area. Minimum of 5 years of related experience recommended.