Sr. Analyst, Contact Analytics

Sr. Analyst, Contact Analytics – Rogers Communications Our Technology team wakes up every day with one goal in mind – connecting Canadians to the people and things that matter most. We support 30 million Canadians each month through a robust portfolio of leading‑edge technology. We drive large‑scale, complex, high‑visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast. Who We’re Looking For Reporting to the Care Analytics Manager, you will play a critical role in enabling data‑driven decision‑making for Call Centre Operations and Digital performance. Using advanced tools such as Databricks, SQL, Python, and OpenAI’s LLMs, you will automate insight generation, enhance reporting capabilities, and introduce natural‑language interaction with operational data. This role is perfect for a forward‑thinking professional who is passionate about driving operational efficiency, improving customer experience, and championing the integration of cutting‑edge technologies to shape the future of analytics and operations. Location Brampton, North York, Montreal, or Toronto. What You’ll Do Support operational decision‑making with a focus on Call Centre Operations, Digital and performance metrics using Databricks, SQL and Python. Integrate OpenAI’s LLM to automate insight generation, enhance reporting, and enable natural language querying and summarization of operational data. Design and lead the integration of AI‑powered analytics into operational workflows by leveraging OpenAI’s LLMs to automate repetitive tasks, enhance data interpretation and anomaly detection in performance metrics. Provide analytical support for stakeholders that goes beyond fulfilling requests; critically assess incoming asks, understand business and functional objectives, and guide the analytical approach and operational execution to deliver meaningful impact. Champion innovation in analytics by continuously exploring emerging technologies and methodologies to elevate the team’s capabilities and deliver forward‑thinking solutions aligned with business priorities. Clearly communicate and present analytical findings, recommendations, and proposed actions to the leadership team. Ensure complex insights are translated into actionable business strategies. Forge strong and collaborative stakeholder relationships across Care, Digital Operations, Technical Operations, OSS, ED&A, and Infrastructure teams. Mentor and support team members and peers, fostering a culture of curiosity, technical excellence, and continuous learning—especially in the adoption of AI tools and modern data engineering practices. Timely delivery of insights that support improvements in operational efficiency, customer experience, and decision‑making speed. What You Bring A drive, energy, and urgency to deliver innovative insights and support leadership decision making. Curiosity and interest in integrating cutting‑edge technology into operations. 2‑3 years of experience within the Telecommunications industry or Operations Management. 2‑3 years of experience in Contact Centre Analytics or other operational fields. Experience in building and maintaining operational solutions using Python, Spark, SQL, R, Oracle. Familiarity with OpenAI APIs or similar LLM technologies. Experience in data management principles and cloud platforms. Knowledge of Tableau would be an asset. Bachelor’s degree in Business Administration, Computer Science, Economics or Engineering. What’s in it for you? Competitive salary & annual bonus Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs. DiscountsEnjoy up to 50 % off Rogers Services and Blue Jays Tickets, 25 % off TSC items, and a 20 % discount on all wireless accessories sold in Rogers stores. Paid time off for volunteering Company matching contributions to charities you support Growth & Development Opportunities My Path self‑driven career development program Rogers First priority in applying to internal roles of interest Wellness Programs Homewood employee & family assistance program Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions Low or no‑cost fitness membership with access to virtual classes Our commitment to the environment and diversity Work for an organization committed to environmental protection Strong commitment to diversity and inclusion with employee resource groups supporting equity‑deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. To protect our people, brand and assets, a pre‑employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and driver’s abstract may be required depending on the role. Schedule: Full time.Shift: Day.Contract: Regular Position.Location: 333 Bloor Street East (824), Toronto, ON.Travel: Up to 10 %.Background Check(s) Required: Criminal Record and Credit Check. At Rogers, we believe the key to a strong business is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. For any questions, please visit the Recruitment Process FAQ. #J-18808-Ljbffr