Sr. Analyst, Data Analysis & Interaction Analytics (AI)

Location: Omaha, Nebraska, United States; hybrid work with three days in person and two remote days per week

Salary: $81,662–$134,741 annual base pay

Company

hirify.global is a financial services organization focused on banking and customer experience.

What you will do

• Extract, manipulate, analyze, and summarize large datasets from Snowflake, SQL Server, DB2, flat files, and Excel.
• Develop and maintain daily, weekly, and monthly reporting, dashboards, and visualizations for operational stakeholders.
• Serve as the subject matter expert for NiCE Interaction Analytics (Nexidia) and Quality Central.
• Analyze customer sentiment, intent, behaviors, compliance issues, and journey patterns across contact center channels.
• Lead analytics reviews and collaborate with Quality Assurance, Training, Operations, Technology, and leadership teams.
• Identify automation, self-service, chatbot, virtual agent, and agentic AI opportunities and measure improvement outcomes.

Requirements

• Bachelor’s degree in business, analytics, data science, or equivalent work experience.
• At least 5 years of experience writing complex SQL queries, joining datasets, aggregating data, and validating outputs in large data environments.
• At least 3 years of data analysis and reporting experience in contact center operations using customer service data.
• Experience developing dashboards with Power BI, Tableau, or similar tools and advanced proficiency in Excel, PowerPoint, and Word.
• Ability to validate data, metrics, reporting outputs, and AI-generated insights and model outputs.
• Unrestricted work authorization is required; future sponsorship is not available.

Nice to have

• Experience with NiCE Interaction Analytics (Nexidia), Quality Central, custom queries, sentiment analysis, and intent classification.
• Experience with speech recognition, natural language processing, conversational AI, or AI-driven automation.
• Financial services, contact center, IVR, chat, or customer experience analytics experience.
• Experience maintaining documentation for data quality, analytics standards, and platform governance.

Culture & Benefits

• Hybrid work environment with in-person collaboration and remote flexibility.
• Medical, dental, and vision insurance.
• 401(k) with matching contributions.
• Time off programs, health savings account, and dependent care benefits.
• Tuition assistance, growth opportunities, employee banking, and short- and long-term disability insurance.