Data Engineer

The Data Engineer is responsible for building, maintaining, and supporting data pipelines and data platforms used for analytics, reporting, and data science initiatives within contact center operations. This role works closely with the Customer Care Analytics team to ensure reliable data ingestion, transformation, and availability across multiple systems and environments. The role ensures that data insights solutions which will enhance customer experience, boost agent productivity, and improve operational efficiency., AI Solution Implementation & Support

• Collaborate with cross-functional teams to integrate and deploy data engineer technologies

• Develop and maintain data pipelines for ingesting and processing data from various sources such as APIs, S3, Google Cloud Storage and flat files.

• Build and manage ETL/ELT workflows using Databricks, Spark, Python and SQL.

• Design and maintain data models and tables for analytics and reporting.

• Troubleshoot data inconsistencies, missing records, and pipeline failures.

• Work with business teams to understand data requirements and deliver data solutions.

• Support data science and AI initiatives by preparing and organizing datasets.

• Monitor and optimize data pipeline performance and reliability.

• Maintain documentation for data processes, tables, and pipelines.

• Assist with data migration, integration, and platform improvements.

• Work with vendor solutions for data extractions through API or AWS S3 Workflow, * Assist pilot programs and proof-of-concept initiatives to test new data capabilities.

Governance & Compliance

• Ensure Data solutions comply with data privacy, security, and ethical standards by partnering with NRG's Data & AI team.

• Maintain detailed documentation of workflows, changes, and performance metrics. Provide regular reports to stakeholders.

• Strong experience (10+ years) with SQL, Spark SQL and Spark Python

• Experience (2+ years) with Databricks or Apache Spark

• Experience (3+ years) with Power BI

• Strong experience working with cloud storage systems (Azure, AWS S3, Google Cloud Storage)

• Experience with Git-based version control, including pull requests, code reviews, and branch management in Azure DevOps

• Solid knowledge (3+ years) of Python for data processing

• Experience building and troubleshooting ETL pipelines

• Familiarity with data warehouse concepts and data modeling

• Ability to debug data quality issues and reporting discrepancies

• Self-driven, proactive problem solving skills

Preferred Skills

• Solid understanding Call center KPIs

• Demonstrable strength in analytical and problem-solving skills.

• Understand real-time agent assist, virtual agents, chatbots, sentiment analysis, and intelligent routing into existing CRM and telephony systems to streamline workflows.

• Excellent communication and stakeholder management skills.

• 3+ years experience with AWS or Google Cloud

• 5+ years experience supporting data science / AI teams

• Knowledge of Airflow or other workflow orchestration tools

• Experience with large-scale data processing, LLM, API integration

• Understanding of natural language processing (NLP) and Machine learning, Modeling, RAG, Agentic AI

• Experience with Claude Code for workflow optimization

Continuous Improvement

• Evaluate emerging Data engineering technologies and recommend solutions aligned with business goals., * Bachelor's in Computer Science, Data Analytics, Mathematics, Data Science, or related field; or equivalent experience.

• 3+ years of experience in contact center operations, continuous improvement, business analysis, or technology support.

• Experience with one or more CRM and contact center platforms such as SAP, Salesforce, Genesys, NICE, or Five9.

Welcome to the intersection of energy and home services. At NRG, we're all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers' lives easier-helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company. We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.