Sr. Analytics Engineer

About Us

UJET is the world’s first and only cloud contact center platform for smartphone-era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences.

Opportunity 

We are looking for a Senior Analytics Engineer to join our team to level-up our business intelligence capabilities. You will play a crucial role in implementing, improving, and maintaining Looker across UJET. This includes developing Looker reports for business stakeholders and working to improve underlying ETL pipelines. As part of the Analytics Engineering team, you’ll help develop and lead training sessions to communicate best practices, and you’ll co-host office hours to provide direct assistance. The successful candidate will have strong technical skills with the ability to solve and explain complex business problems to a technical audience, a demonstrated record of improving the processes and people around them and a passion for product and technology. Our culture is collaborative, supportive and focused on customer success. 

Responsibilities

• Turn customer feedback into actionable recommendations for our data and product team
• Provide proactive support for customer onboarding; i.e. educating new customers about the UJET data model and our dashboards to maximise adoption and effectiveness of UJET’s customer-facing data portal
• Develop and maintain a catalogue of UJET’s data and business processes
• Assist the data and analytics engineering teams with quality assurance tasks related to data representation and accessibility
• Collaborate closely with product, analytics, customer success, and engineering teams to resolve complex issues
• Act as a subject matter expert on the UJET data platform for the Customer Success and Customer Support Engineering team by answering questions, reviewing UJET reporting features, and resolving outstanding issues
• Provide input to the Data Architect to design our data warehouse logical and physical schema models
• Assist in the implementation of the data warehouse model designs in DBT
• Provide subject matter expertise in our data stack (AWS/GCP, Snowflake, DBT and Looker)
• Provide technical insight to the team and guide the Data Analytics Engineering team with executing the Master Data Management strategic plan
• Define and drive strong engineering practices and champion a software development mindset within the team
• Participate and share your ideas in technical design and architecture discussions
• Develop your craft and build your expertise in data and analytics systems

Requirements

• Enthusiasm for data and analytics!
• Demonstrated expertise with Looker and SQL
• A passion for mentoring and developing fellow team members
• Experience with analytics platforms and methodologies (data lake, data warehouse, data marts, ETL, data modelling, data governance, etc.)
• Passion for providing services and experiences that exceed expectations
• Experience in a consultancy role desired by not mandatory
• Data modeling fundamentals including experience with dimensional modeling, 3NF, star and snowflake schemas, etc., and strong application knowledge concepts like normalization, referential integrity, data domains, etc. desired but not mandatory
• Experience with telephony, CRM, or WFM software and customer support technology desired but not mandatory
• Call center or supply chain experience desired but not mandatory

UJET is an Equal Opportunity Employer

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit. (Thanks CultureAmp who came up with this statement - it’s too good and too important to not repeat)

Compliance Responsibilities

Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.

Why UJET?

In addition to our great team and disruptive technology, we offer our teammates a competitive compensation and benefits package, work/life balance, unlimited vacation, stock options, monthly game nights, and more!