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Contact Centre data expertise
Job Description
Senior Data Consultant
Department: Delivery
Employment Type: Full Time
Location: London
Reporting To: Daisy O'Grady
Description
Sabio Group is a trusted expert in Contact Centre, AI and Data. We design, build and run automation‑led customer experiences for leading brands, combining deep domain expertise with modern engineering and a consulting mindset. We’re collaborative, curious and outcomes‑driven, and we invest in people who want to learn and grow in a supportive, inclusive environment.
Role purpose
Role purpose
We are hiring a Senior Data Consultant to strengthen our Contact Centre Data capability. The role provides additional senior technical and consulting capacity, enabling us to meet growing customer demand and deliver against an expanding pipeline.
This is a customer‑facing, hands‑on role spanning data engineering, analytics and consulting, helping customers trust, understand and maximise the value of their Contact Centre data.
Key Responsibilities
Data engineering & delivery
- Design relational database schemas, including normalised and analytical (star/snowflake) models.
- Build and maintain databases across platforms such as SQL Server, PostgreSQL and cloud data platforms (Azure SQL, AWS RDS, Snowflake, BigQuery).
- Write and optimise complex SQL, including stored procedures, functions, views and performance‑tuned queries.
- Develop ETL/ELT logic using SQL‑based approaches and frameworks.
Contact Centre data expertise
- Work with ACD, IVR and routing datasets.
- Define and validate Contact Centre KPIs such as AHT, FCR, abandonment rate, SLA and occupancy.
- Support analytics use cases including outbound campaigns and bots.
- Apply Contact Centre domain knowledge, ideally including Genesys Cloud.
Data quality & governance
- Lead customer data health assessments covering:
- Data accuracy and completeness
- Missing and inconsistent data
- Standardisation and formatting
- Referential integrity
- Apply and communicate data governance principles clearly.
Analytics & BI
- Create analytics‑ready datasets for reporting and insight.
- Build KPIs, dashboards and reports using tools such as Power BI, Tableau or Looker.
- Diagnose and resolve issues in data pipelines and reports.
Consulting & customer engagement
- Lead discovery sessions, data health checks and customer workshops.
- Translate business requirements into technical solutions.
- Communicate complex data concepts in simple, accessible language.
- Manage stakeholder expectations, timelines and dependencies.
Skills Knowledge and Expertise
Essential
- Strong SQL‑based data engineering and analytics experience.
- Proven database design and data modelling capability.
- Experience across cloud platforms, integrations (REST APIs) and BI tools.
- Solid understanding of Contact Centre data and KPIs.
- Customer‑facing consulting or delivery experience.
- Strong problem‑solving and diagnostic skills.
Nice to have
- Hands‑on experience with Genesys Cloud data.
- Experience delivering data solutions specifically for Contact Centres.
- Exposure to formal data governance initiatives.
Benefits
This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.
Benefits may include:
Pension Scheme
Remote/Flexible work
Life insurance
Private health and dental care
Cycle to work
28 days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Plus many more! (Benefits are dependant on your base location.)
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.
Benefits may include:
Pension Scheme
Remote/Flexible work
Life insurance
Private health and dental care
Cycle to work
28 days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Plus many more! (Benefits are dependant on your base location.)
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.