Senior/Staff Data Engineer – Customer Experience Group

About the role

As a Senior/Staff Data Engineer in the Customer Experience Group (CEG), you will design, build, and maintain the data and software foundations that enable CEG business users to serve customers and agents across all contact channels. You will work closely with product, operations, analytics, workforce management, DevOps, and engineering teams to deliver reliable data pipelines, scalable models, internal tools, and clear insights that improve customer experience and operational efficiency.

Key responsibilities

• Design, develop, and maintain scalable ETL/ELT pipelines ingesting data from case management, telephony, chat, bots, QA tools, WFM, and CRM systems.
• Build and evolve data models and internal services that support analytics and operational reporting.
• Collaborate with product, analytics, and engineering stakeholders to translate business questions into data solutions.
• Shape CEG’s data and tooling strategy, influence cross‑team architecture, and raise engineering standards.
• Provide deep‑dive analysis and dashboards to surface actionable insights for business users.

Required profile

• Proven experience in data engineering at a senior or staff level.
• Comfortable switching between engineering work (pipelines, data models, tooling) and analytics work (business questions, dashboards).
• Strong communication skills to explain technical concepts to both engineers and business stakeholders.
• Ability to influence technical direction and mentor junior team members.

Required skills

• Experience building and operating large‑scale ETL/ELT pipelines.
• Strong data modeling expertise.
• Familiarity with systems such as case management, telephony, chat, bots, QA tools, workforce management, and CRM.
• Proficiency in data‑centric programming and tooling (e.g., SQL, Python, cloud data platforms).