Why This Job is Featured on The SaaS Jobs
This Senior Data Analyst role sits at the intersection of SaaS product delivery and customer-facing operations, using data to improve how a cloud CX platform is supported and experienced. In the SaaS ecosystem, that blend matters because recurring revenue businesses depend on measurable service quality, adoption, and reliability signals that can be tracked across support, success, and product telemetry.
From a career perspective, the remit points to durable SaaS analytics skills: working with warehouse data (Snowflake), building decision-grade reporting (Tableau), and applying statistical and text-based methods to operational datasets. That combination maps well to common SaaS analytics tracks, including Support Analytics, Customer Experience Analytics, and Product Analytics, where influence comes from turning messy, high-volume data into prioritised actions across teams.
The role is best suited to analysts who prefer stakeholder-heavy work and can translate between business questions and technical execution without losing rigor. It will fit professionals who enjoy building repeatable dashboards and pipelines, and who are motivated by operational outcomes like efficiency and customer satisfaction rather than purely exploratory analysis.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Summary
As a Senior Data Analyst, you will play a pivotal role in transforming how Genesys leverages data to enhance Customer Experience (CX) and operational excellence. You’ll retrieve, analyse, and visualize large-scale data from enterprise data sources to deliver insights that improve Support efficiency, customer satisfaction, and strategic decision-making.
Working closely with Support, Customer Success, Product, and Engineering teams, you will translate complex datasets into actionable insights through compelling Tableau dashboards, text analytics, and machine learning models.
Key Responsibilities
Data Retrieval & Analysis
Extract, transform, and analyse data from Snowflake, relational databases, and other data warehouses.
Write and optimize complex SQL queries to support data exploration, reporting, and advanced analytics.
Work with both structured and unstructured data to derive meaningful business insights.
Advanced Analytics & Insights
Partner with stakeholders to understand business challenges and design analytical approaches to solve them.
Apply statistical methods, text analytics, and machine learning techniques (e.g., classification, sentiment analysis, clustering) to uncover patterns and opportunities.
Leverage Python or R for automation, predictive analytics, and integration with ML or GenAI models.
Build scalable data pipelines and workflows to support both traditional analytics and AI-driven solutions.
Visualization & Storytelling
Design and maintain impactful Tableau dashboards and reports that provide clear, actionable insights.
Present analytical findings in a way that supports decision-making and drives measurable business outcomes.
Qualifications
Bachelor’s or Master’s degree in Data Science, Statistics, Computer Science or related discipline.
5+ years of experience in data analytics, with at least 4+ years in advanced analytics or BI roles.
Proven expertise in SQL and data modelling for analytics.
Strong proficiency in Tableau (or Power BI) for visualization and dashboard design.
Solid grounding in statistical and analytical methods—profiling, regression, trend analysis, segmentation, forecasting.
Experience working with Genesys Cloud data or analytics is a strong plus.
Exposure to the AWS ecosystem (e.g., S3, Redshift, Lambda, Glue, SageMaker) is a significant advantage.
Excellent communication and data storytelling skills, with the ability to influence business and technical stakeholders.
Exposure to text analytics/NLP tools or LLM integrations for business applications
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
