Senior Business Intelligence Engineer - Conversational Channels

**Become a part of our caring community** ========================================= At Humana, we're committed to helping people achieve lifelong well‑being—and that starts with using data and technology to create smarter, more connected experiences for our members. As a Senior Business Intelligence Engineer for the IVR/IVA/Chat Channels, you'll help transform how we understand and optimize member interactions by building scalable, cloud‑based reporting solutions that power insight across the organization. The Senior Business Intelligence Engineer plays a critical role in ensuring data\-driven decision‑making across Humana's contact center and member engagement platforms. You will be responsible for designing, developing, and maintaining complex Interactive Voice Response (IVR) reporting solutions and dashboards that deliver actionable insights at scale. You bring deep expertise in cloud\-based analytics, with hands\-on experience using large experience datasets, cloud\-based analytics environments, and visualization tools such as Power BI. This role partners with business stakeholders and engineering to develop operation reporting for conversational channels, deep insights into trends surrounding self\-service and containments as well as digital deflection. You will report to a director and be part of the Consumer Digital Data Science and Analytics team. The team's mission is to create valuable insights from member interactions in the Digital, IVR, IVA, and other related channels to inform adoption and containment strategies. * Design, develop, and maintain complex IVR / IVA / Chat channel reports and dashboards using Power BI and cloud analytics tools * Collaborate with cross\-functional teams to integrate IVR / IVA / Chat channel data with other data sources * Optimize and improve the performance of IVR / IVA / Chat channel reports and dashboards * Troubleshoot and resolve technical issues related to IVR / IVA / Chat channel data and reporting **Use your skills to make an impact** ===================================== **Required Qualifications** * Bachelor's Degree and 5 or more years of technical experience in data analysis OR Master's degree and 3 or more years of experience * Experience analyzing data to solve a wide variety of business problems and create data visualizations that drive strategic direction * Advanced experience exploring complex data sets using SQL, PySpark, or similar data systems * Experience with tools such as Power BI for creating data visualizations * Experience using cloud tools such as Azure Databricks with Unity Catalog or Google Cloud Platform * Proficiency in verbal and written communication/presenting to senior and executive leadership * Comprehensive knowledge of Microsoft Office Applications including Word, Excel, Access and PowerPoint **Preferred Qualifications** * Advanced Degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineerin