Operata is building the world's first CX Observability platform for Cloud Contact Centers, and our mission is to put 'people experience' at the heart of communications.Our platform is designed to measure, optimize and maintain voice performance to deliver the best customer and agent experience for cloud contact centers.Operata is an AWS Select Technology Partner, and our customers include leading insurers, telcos, banks and managed service providers. We are a remote-first company, headquartered in Melbourne, Australia.About the roleWe're scaling up, and are seeking a highly skilled and motivated Data Analyst to improve our data culture, establish an analytics practice, and level-up the capability of our Observability product.You will play a pivotal role in uncovering valuable insights from millions of agent interactions — that happen every day on Operata — by utilizing metrics, logs and traces across technical, behavioral, and experiential data.As an analytical thinker, you'll spearhead analytics initiatives that empower our product and delivery teams with a deeper understanding about our customers and our business that wasn't possible before.How you will make an impactAnalyze and extract meaningful insights from a multitude of datasets, to help customers make data-driven decisions in our observability platform.Leverage our BI tools to create and maintain data visualizations and dashboards in Operata that surface these insights from customer data.Build statistical / predictive models to help in forecasting and/or classification of metrics and logs.Collaborate with business and product stakeholders to understand customer problems and their data requirements.Work alongside our engineering team to uncover opportunities and improvements in our data pipeline and observability platform.QualificationsBachelor's or Master's degree in Data Management, Computer Science, Information Systems, or a similar field.4 or more years of experience in data analysis, with a strong background in working with complex datasets, observability, or business intelligence systems.Strong proficiency in exploratory data analysis, including expertise with data analysis tools (such as Jupyter) and in manipulating large time-series datasets from multiple sources (OpenSearch, S3, RDS).Extensive experience with data visualization tools (such as Superset, Tableau, Kibana) including creating dashboards and reports for internal teams and customers.Well-developed skills in modeling and algorithms, including techniques such as regression, clustering, and classification.Sound knowledge of data management principles, including data modeling, security and governance.Prior experience with APM, monitoring, or observability platforms is highly desirable.What you'll bring to the roleYou have a knack for deriving insights from data, not just presenting numbers. Your ability to understand and model data enables you to identify key trends and deliver evidence-based outcomes for customers.As an analytical person, you tackle big or complex problems by thinking critically about the status quo, by asking the right questions, and backing up your assertions with logic, reasoning and data.You thrive in highly collaborative environments, demonstrating clear decision making and good trade-offs in complex situations comprising multiple opinions, needs, teams, technologies, and settings.You communicate effectively with stakeholders ranging from founders and executives to juniors across the breadth and depth of the business.You exemplify high accountability, integrity, and resilience to maintain focus on both big-picture goals and milestones to get there.Additional InformationAt Operata, we embrace inclusion and embrace diversity. We believe in work / life balance and bringing our true selves to work. To that end, we offer best-in-class flexibility that support our Operatas along their career journey with us. For us, better connection is something we live - with our people, customers, partners and our team. Read more about our culture and values at operata.com/storyOperata is an equal opportunity employer and makes employment decisions on the basis of merit. Operata prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration.
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