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, Engineering or related field

• Proficiency in understanding healthcare related data

• Experience with Google CX Insights, Genesys or related conversational and routing systems

• Expertise in data mining, forecasting, simulation, and/or predictive modeling

• Experience creating analytics solutions for various healthcare sectors

Additional Information

Visa sponsorship is not available for this position.

Work-At-Home Information

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.

• Satellite, cellular and microwave connection can be used only if approved by leadership.

• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote positio