We’ve got a position available for an intermediate data scientist / data analyst – (whatsapp and genesys cloud).

Company: Porcupine Union

Purpose of position:

Designing flows, testing and troubleshooting functionality, building dashboards, generating insights, and supporting the overall technical development of our WhatsApp channel.

Responsibilities:

WhatsApp capabilities & feature development

• Assisting in building, maintaining, and optimising WhatsApp-related features and workflows
• Creating user flows using Figma, and contributing to the design of scalable architectures
• Supporting the implementation of updates, improvements, and new functionality
• Working closely with developers, product owners, analysts, and engineers to ensure that our WhatsApp experiences are seamless, reliable, and impactful
  

Genesys cloud platform support

• Serving as a secondary resource to the existing telephony/communications architect, building knowledge across Genesys Cloud to ensure continuity and resilience within the team
  
• Assisting the communications architect with Genesys Cloud configuration, including message flows, routing, queues, and integrations
• Supporting WhatsApp channel setup, configuration, and data management within Genesys Cloud
• Maintaining and troubleshooting Genesys Cloud APIs, data actions, and architect flows
  

Testing & quality assurance

• Testing new flows and features to ensure quality and accuracy
• Identifying issues, potential gaps, and edge cases before deployment
• Contributing to structured test cases and test plans

Error tracking & troubleshooting

• Assist in maintaining a reliable error‑tracking process to surface, document, and resolve issues
• Help investigate and troubleshoot errors across WhatsApp workflows and Genesys Cloud flows in collaboration with the development and communications teams

Data analysis, SQL & reporting

• Using SQL and/or Python/R to extract, structure and analyse data
• Building dashboards, performance reports, and insights to support operational and strategic decisions
• Monitoring channel performance, response patterns, engagement metrics and conversion data

Collaboration & cross-functional support

• Working closely with product owners, developers, and data teams to ensure successful delivery of WhatsApp‑related projects
• Assisting in applying data science and machine learning models, where relevant, to improve automation and customer experiences
• Partnering with the communications architect to support telephony and digital channel operations within Genesys Cloud

Documentation & process improvement

• Contributing to documentation related to flows, rules, logic, and processes
• Suggesting improvements to workflows, monitoring and analysis methods

Requirements:

• A tertiary qualification or ongoing studies in Data Science, Computer Science, Statistics, Engineering, or a related field
• 1–2 years' experience in a technical and data‑focused role
• Proficiency in SQL and Python and/or R
• Exposure to or willingness to learn Genesys Cloud (configuration, architect flows, APIs, and data actions) (advantageous)
• A solid understanding of statistics and data analysis principles
• Experience with Figma or similar workflow/design tools (advantageous)
• Excellent communication skills and the ability to collaborate with cross-functional teams, including telephony and communications engineering
• A proactive mindset, eagerness to learn, and a passion for working in fast‑paced environments

Skills and Attributes

• Exceptional attention to detail and strong analytical capability
• Curiosity-driven and proactive in identifying inefficiencies, risks, and improvements
• Strong problem-solving mindset with the ability to translate business rules into structured logic
• Excellent communication and documentation skills - able to simplify complex data issues for stakeholders
• Strong organisational ability and a commitment to high-quality outputs

Should you not receive any feedback within ten (10) working days after the closing date, please accept your application as unsuccessful.