We are building an AI-Enabled Customer Intelligence & Analytics Centre of Excellence (COE) focused on transforming analytics from traditional reporting into a strategic decision engine for the Customer Office. The role combines Customer Intelligence, Advanced Analytics, AI & Agentic Intelligence, Databricks Application Development, Dashboard Design, Executive Storytelling, and Business Problem Solving. This is not a traditional reporting role. The successful candidate will move rapidly from Data 12 Insight 12 Root Cause 12 Story 12 Recommendation 12 Action while leveraging Databricks, Copilot, Claude, Genie, and modern AI technologies. This role is expected to operate in an AI-first environment and leverage AI as a force multiplier across analytics, application development, dashboard design, executive storytelling, and business decision support. Key responsibilities include: 022 Perform customer, operational, contact center, field operations, and customer experience analytics. 022 Analyze transcripts, technical calls, repeat calls, VOC data, customer journeys, and operational KPIs. 022 Identify root causes of business problems and provide actionable recommendations. 022 Build Databricks Apps and AI-enabled analytics products. 022 Design and develop modern self-service analytics experiences and applications. 022 Own analytics products from concept through adoption, including requirements gathering, design, development, testing, deployment, and continuous improvement. 022 Build executive-ready dashboards with strong UI/UX and storytelling principles. 022 Create PowerPoint presentations explaining root causes, business impacts, and recommendations. 022 Leverage Copilot, Claude, Genie, and AI technologies to improve productivity and accelerate insights. 022 Contribute to the development of AI-powered analytics products, intelligent agents, conversational analytics solutions, and decision-support capabilities that enable proactive and data-driven decision-making. 022 Define KPI logic, maintain certified datasets, and support a trusted KPI foundation. The ideal candidate will possess: 022 Minimum 3 years of relevant experience in Analytics, Business Intelligence, Customer Intelligence, Data Analytics, or related fields. 022 Experience with Databricks, Databricks SQL, Lakehouse architecture, and Databricks Apps. 022 Demonstrated experience designing and building production-ready Databricks Apps, analytics applications, or self-service analytics products is required. 022 Strong SQL and analytical problem-solving skills. 022 Experience working with large and complex datasets. 022 Experience creating executive dashboards and analytics solutions. 022 Experience creating executive-ready PowerPoint presentations and storytelling. 022 Hands-on experience using AI tools such as Microsoft Copilot, Claude, Databricks Genie, ChatGPT, or similar technologies. 022 Experience using AI to accelerate analysis, insight generation, content creation, and business recommendations. 022 Strong prompt engineering skills and demonstrated ability to effectively leverage AI tools. 022 Proven ability to independently manage end-to-end analytical projects from problem definition through recommendation and presentation. 022 Strong communication and presentation skills. 022 Ability to independently perform root-cause analysis and provide recommendations. Preferred Qualifications 022 Experience building AI Agents, RAG solutions, conversational analytics, or agentic workflows. 022 Experience with Power BI, Tableau, or similar visualization platforms. 022 Python experience. 022 Telecom, Contact Center, Customer Experience, Customer Care, Workforce Management, Coaching Analytics, or Customer Intelligence experience is highly desirable. 022 Experience working with telecom call center data is considered a significant asset. 022 Experience designing and delivering analytics products from concept through adoption, including dashboards, applications, self-service analytics solutions, and AI-enabled decision support tools. 022 Experience applying prompt engineering techniques to improve the quality, consistency, and effectiveness of AI-generated outputs. 022 Experience analyzing customer interaction transcripts, unstructured text data, Voice of Customer (VOC), sentiment data, or conversational intelligence datasets. 022 Experience performing customer journey analysis, identifying points of friction, and connecting customer behaviors to operational and business outcomes. 022 Demonstrated ability to translate complex analytical findings into executive-ready presentations and actionable business recommendations. 022 Experience defining KPI frameworks, semantic data models, metric governance, and reusable business logic to support self-service analytics. 022 Experience driving adoption of analytics products, AI solutions, dashboards, or self-service analytics capabilities. 022 Experience with Vector Search, RAG architectures, agentic workflows, AI assistants, LLM evaluation and monitoring, and AI governance. 022 Databricks Certified Data Analytics or Generative AI Engineer Associate certifications is an asset.