Description

Detailed Description

Support the IT Branch and Contact Center Technology teams, in the analysis and interpretation complex data from various sources, including Snowflake for data warehousing and analytics. Design, implement and operate comprehensive data warehouse systems using AWS and Athena to balance optimization of data access with batch loading and resource utilization factors to support analytical needs. Extract structured and unstructured data from multiple sources (Relational /Non-relational/No-SQL database) to construct complex analyses. Map data between source systems, data warehouses, and data marts. Create data models and business requirement documents. Verify the structure, accuracy, or quality of warehouse data. Develop and maintain interactive dashboards and reports using Tableau for data visualization. Perform continuous process improvement and analysis in current technical environment. Utilize R/RStudio for advanced data analysis, statistical modeling, and data visualization, employing multiple R packages such as dplyr, ggplot2, tidyr, and caret. Conduct text mining and natural language processing (NLP) on speech data using advanced techniques and tools in R, as well as Verint Speech Analytics. Measure and maintain call center performance regarding capacity, call failures, and interactive voice response (IVR) utilization. Perform GAP analysis on all contact center entities and applications for contact center mergers. Create technical requirements and user stories with Agile-Scrum methodology and write JSON Objects. Integrate and analyze data from Salesforce to improve data flow and consistency. Collaborate with Project Execution Managers to estimate reporting, dashboarding, and analytical efforts for resource planning. Create impact analyses for incident management. Create supporting documentation, such as metadata and diagrams of entity relationships, business processes, and process flow.

Requirements:

Bachelor’s degree in Computer Science, MIS, Engineering, Data Science or related technical field. Three (3) years of business analysis or data analytics experience including interactive voice response (IVR), call routing, and workforce optimization systems. Experience must include use of IVR caller user interfaces and customer service agent user interfaces including Cisco Contact Center, Nuance IVR, or Verint Workforce Optimization, and experience supporting digital channel operations using RESTful APIs.

Further, domain or business knowledge in the fields of financial analysis, macroeconomics, accounting, financial engineering, and banking regulations, as well as data analytics certification such as Certified Analytics Professional (CAP), Microsoft Certified Power BI Data Analyst Associate, or AWS Certified Data Engineer, is preferred

Hybrid work schedule may be available for employees in Central Ohio area. Huntington’s Tobacco-Free Policy requires all candidates be screened for cotinine prior to beginning employment.

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Workplace Type:

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds:  in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters:  Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume.  All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.