Job description

The Analytics Engineer combines data engineering and data analysis to provide dedicated analytics support for the Customer Care organization while reporting to the Corporate Business Intelligence team. This role manages the full lifecycle of Customer Care data—from sourcing, integrating, and transforming data across multiple support systems into reliable analytical datasets, to analyzing that data and delivering actionable insights that support operational and business decisions. Working closely with Customer Care leaders and the Business Intelligence team, this role builds and maintains the data foundations, reporting, dashboards, and analytical solutions needed to improve Contact Center performance and customer experience. The Analytics Engineer proactively identifies data and reporting needs, recommends analytical solutions, and drives continuous improvement through scalable, reliable, and actionable data. Key Responsibilities Data Engineering & Data Management • Design, build, and maintain analytical tables and datasets used for reporting, dashboards, and forecasting. • Ingest and transform raw data from contact center systems (e.g., ACD, CRM, ticketing, chat, email) into clean, structured datasets. • Ensure data accuracy, consistency, and integrity across multiple source systems. • Optimize table structures and queries for performance and scalability. • Document data definitions, transformation logic, and assumptions to support transparency and reuse. • Develop and apply AI models to analyze customer contact transcripts, surveys, and other feedback sources, identifying key trends, themes, and actionable insights that inform business and customer experience decisions. End-to-End Contact Center Data & Analytics • Own the end-to-end analytics workflow for Contact Center data: • source systems → ELT to Datalake -> dim/fact table -> transformed analytical tables → reports/dashboards → insights. • Work with data from multiple Contact center platforms, including ACD, CRM, ticketing systems, chat, and other digital interaction tools. • Translate reporting and analytics needs into scalable data models and analytical outputs. • Ensure that insights are built on consistent, well-defined, and trusted data sources. Contact Center Performance Analysis & Insights • Analyze Contact Center performance across key operational metrics, including service level, ASA, AHT, contact volume, abandonment, occupancy, shrinkage, and adherence. • Develop and maintain recurring and ad-hoc reports and dashboards for operational teams and leadership. • Identify trends, risks, and opportunities impacting efficiency and service performance. • Perform root cause analysis to explain performance gaps and operational challenges. • Measure the impact of operational initiatives using before-and-after analysis and ongoing performance tracking. Customer Behavior & Experience Analytics • Analyze customer interaction data across channels to understand contact drivers, behavior patterns, and end-to-end journeys. • Track and interpret customer experience metrics such as CSAT, NPS, FCR, repeat contacts, and transfers. • Identify drivers of customer dissatisfaction, high contact volume, long handle times, and repeat contacts. • Translate analytical findings into insights that support improvements in self-service, agent workflows, and process design. • Build dashboards and analyses that connect customer behavior to operational and business outcomes. Forecasting & Volume Modeling • Develop, maintain, and refine forecasting models to predict contact volume by channel and contact reason. • Validate forecasts against actual results and identify drivers of variance. • Continuously improve forecast accuracy using historical data and trend analysis. Continuous Improvement • Identify opportunities to automate manual reporting and improve data workflows. • Recommend enhancements to data architecture and analytical models to better support contact center analytics. • Contribute to data governance, documentation standards, and analytics best practices. • Bachelor’s degree in Data Science, Computer Science, Statistics, Information Systems, Business Analytics or equivalent experience. • 3 – 5 years of experience in data analytics, analytics engineering, or a related role. • Strong SQL skills, including creating and maintaining tables, views, and transformations. • Experience working with data from contact center systems such as ACD, CRM, ticketing platforms, or chat tools (preferred). • Solid understanding of contact center metrics and performance drivers. • Experience with data visualization tools such as Domo, Tableau, Power BI, or similar. • Strong analytical thinking, attention to detail, and problem-solving skills. • Experience with ETL/ELT tools and data pipelines. Preferred Qualifications • Experience with data warehousing concepts and basic dimensional modeling. • Experience working with large datasets and multiple source systems. • Exposure to cloud data platforms such as AWS, Snowflake, BigQuery. • Strong problem-solving and analytical skills. • Ability to translate complex data into clear, actionable insights. We’ve Got You Covered At Cricut, we take care of our people. Enjoy competitive Medical, Dental, and Vision coverage, a 401(k) match, generous PTO, tuition reimbursement, and a yearly lifestyle stipend to support your wellness and passions. You’ll also receive exclusive employee discounts—and best of all, you’ll be surrounded by some of the most talented, creative, and curious minds out there. A Quick Note Before You Apply… Cricut is in an exciting chapter of transformation. We’re evolving fast—refining our strategy, growing our teams, and raising the bar across everything we do. This is an incredible opportunity for the right kind of person—but it’s not for everyone. We’re looking for A-players—people who thrive in dynamic environments, turn challenges into momentum, and consistently deliver their best work. If that sounds like you, read on. Here’s what makes someone a great fit for this role (and for this moment at Cricut): • You move with urgency. You don’t wait for perfect clarity to act—you start, learn, and adjust. • You set high standards. You take ownership, deliver quality, and hold yourself accountable. • You stay focused when things move fast. You prioritize what matters most and tune out the noise. • You collaborate like a pro. You elevate others, communicate clearly, and bring a low-ego, high-output energy. • You embrace AI as part of your toolkit. From idea exploration to data analysis and creative problem-solving, you leverage AI to accelerate innovation and amplify impact—because technology and creativity go hand-in-hand here. One More Thing (It’s a Big One) This role is in-office at least 4–5 days per week. We believe real collaboration, innovation, and culture are built face-to-face. If you’re energized by working alongside smart, kind, creative people—and love those hallway conversations that spark the next great idea—you’ll feel right at home. If you’re looking for a fully remote role, this may not be the right fit. But if you’re excited by challenge, purpose, and building something better—let’s make something amazing together. Relocation Statement: • This position is eligible for relocation assistance. What to Do Next: Please attach your resume, cover letter and/or include links to your portfolio or other social presence. If you want to show your super powers in other ways – include that information too. You can be sure that Cricut® is an employer who values individuality, equality and diversity, so tell us what you’re all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information. Cricut® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire. Cricut participates in E-Verify.

Requirements

Must-haves

Data Engineering & Data Management
Design, build, and maintain analytical tables and datasets used for reporting, dashboards, and forecasting.
Ingest and transform raw data from contact center systems (e.g., ACD, CRM, ticketing, chat, email) into clean, structured datasets.
Ensure data accuracy, consistency, and integrity across multiple source systems.
Optimize table structures and queries for performance and scalability.
Document data definitions, transformation logic, and assumptions to support transparency and reuse.
Develop and apply AI models to analyze customer contact transcripts, surveys, and other feedback sources, identifying key trends, themes, and actionable insights that inform business and customer experience decisions.
End-to-End Contact Center Data & Analytics
Own the end-to-end analytics workflow for Contact Center data:
source systems → ELT to Datalake -> dim/fact table -> transformed analytical tables → reports/dashboards → insights.
Work with data from multiple Contact center platforms, including ACD, CRM, ticketing systems, chat, and other digital interaction tools.
Translate reporting and analytics needs into scalable data models and analytical outputs.

Nice-to-haves

Experience working with data from contact center systems such as ACD, CRM, ticketing platforms, or chat tools (preferred).
Experience with data warehousing concepts and basic dimensional modeling.
Experience working with large datasets and multiple source systems.
Exposure to cloud data platforms such as AWS, Snowflake, BigQuery.
Strong problem-solving and analytical skills.
Ability to translate complex data into clear, actionable insights.
We’ve Got You Covered
A Quick Note Before You Apply…
We’re looking for A-players—people who thrive in dynamic environments, turn challenges into momentum, and consistently deliver their best work. If that sounds like you, read on.
Here’s what makes someone a great fit for this role (and for this moment at Cricut):
You move with urgency. You don’t wait for perfect clarity to act—you start, learn, and adjust.
You set high standards. You take ownership, deliver quality, and hold yourself accountable.

Application prep

Use the role’s language and application details while tailoring your materials.

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Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Pto

Wellness