We’re seeking a Director of Contact Center Analytics to lead reporting and advanced analytics for our global Sales Centers. This role is built for a senior analytics leader with deep experience in call center data, Genesys Cloud CX, workforce performance, and agent‑level analytics.

Reporting to the VP of Strategic Planning & Analysis, you will own the analytics strategy that drives call volume forecasting, staffing insight, productivity optimization, service levels, and sales conversion across high‑volume omni‑channel contact centers.

This role requires hands‑on experience working directly with contact center operational data and partnering with Sales Center leadership on daily and weekly performance decisions.

This is a hybrid position based in our Woodland Hills, Los Angeles office. You will be required to adhere to our hybrid work policy, working from our office Monday and Thursday plus one additional weekday on a weekly basis.

Job Responsibilities:

• Lead and develop a team of analytics professionals focused on Sales Center and Contact Center performance
• Own executive dashboards for call volume, handle time, occupancy, service level, abandon rate, revenue per call, conversion, QA results, and agent productivity
• Build and maintain real‑time and historical Power BI dashboards using Genesys Cloud CX data
• Develop forecasting and scenario models for call demand, staffing needs, and sales outcomes
• Apply advanced analytics, machine learning, and NLP to contact center interactions (voice, chat, digital)
• Partner closely with Workforce Management, Operations, Sales Center Leadership, and Technology
• Serve as the analytics SME for Genesys Cloud CX, ensuring metric accuracy, data integrity, and consistent definitions
• Implement data governance, documentation, and change management for Sales Center reporting
• Leverage Azure AI, Cognitive Services, and Copilot to deliver predictive alerts, anomaly detection, and actionable insights

Job Requirements:

• Strong communicator and “people person” who can simplify complex concepts for diverse audiences.
• 2+ years leading Data Analytics teams (developers and analysts) and 3+ years working with Genesys CX data preferred. 
• Advanced technical skills: SQL (any dialect), Python, and 4+ years building dashboards and data connections in Power BI.
• Experience applying machine learning and NLP to contact center data; familiarity with Azure AI, LLMs, Synapse, and Delta Lakes.
• Solid understanding of ETL workflows and ability to quickly create data-driven executive presentations.
• Deep knowledge of omni-channel contact centers and performance optimization strategies.
• Highly organized, proactive, and adaptable—able to manage multiple projects in a fast-paced environment with excellent written and verbal communication skills.
• Willingness to travel internationally approximately four weeks per year.
• Bachelor’s degree in Business Analytics, Data Science, Computer science or related field

What We Offer You:

• Highly competitive compensation plan.
• Salary range $150,000 - $200,000 annually determined by a myriad of factors including, but not limited to, years of experience, depth of experience, individual qualifications and other relevant business considerations.
• Employees are eligible for annual discretionary bonus.
• 401(k) plan with company match.
• Employee Share Purchase Plan (ESPP) Viking full-time regular employees working in the United States can purchase Viking shares through payroll deductions.
• Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).
• Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year.
• Opportunity to take a free and/or discounted cruise.
• Highly subsidized gym membership.
• Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.

Viking is a certified Great Place to Work company. This certification is a result of our commitment to excellence, integrity and our teams’ outstanding contributions.

About Viking

Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person®.

Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler and voted at the top of its categories by Travel + Leisure. No other cruise line has ever received these same honors by both publications at the same time.