Contact Center Analytics Developer

Position Summary

Ascensus is building an analytics capability to convert customer interactions into objective measures of organizational performance and customer experience. The Contact Center Analytics (Nexidia) Developer designs, configures, and supports analytics capabilities within NICE CXone Interaction Analytics. In this role, you will build and maintain the categories, rules, phrase libraries, workspaces, dashboards, and reporting structures that help the business better understand customer interactions and identify operational improvement opportunities. This position does not perform IVR development, but partners closely with IVR/IVA developers to ensure analytics and reporting requirements are supported.

Job Functions, Essential Duties and Responsibilities

• Executes platform administration and reporting delivery to enable consistent, decision-ready customer analytics.
• Partners with Operations, Quality, Product, and Technology to translate questions into scalable analytics.
• Buils reporting views and dashboards that help stakeholders monitor trends, investigate root causes, and act on customer interaction data.
• Configures and maintains NICE CXone Interaction Analytics assets including categories, rules, phrase libraries, datasets, workspaces, dashboards, and filters.
• Performs validation, tuning, and troubleshooting to improve the reliability and performance of analytics outputs.
• Supports governance, documentation, and quality standards for analytics configurations, taxonomies, and reporting assets.
• Coodinates and validates end-to-end data flows required for analytics and reporting across the CXone ecosystem (metadata, recordings, attributes, analytics outputs); monitor data completeness and platform health.
• Validates outcomes with business and technology owners (CX and contact-volume impact) and identifies opportunities to automate and standardize reporting and monitoring.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.

Experience, Skills, Knowledge Requirements

• CXone / Nexidia Analytics Administration: Hands-on experience with NICE CXone Interaction Analytics/Nexidia, including configuration of categories, rules, phrases, workspaces, or dashboards.
• Reporting, Dashboards & Monitoring: Ability to build and maintain recurring dashboards, reports/scorecards, and standardized monitoring with clear filters/prompts and reliable outputs.
• Insight Storytelling & Stakeholder Partnership: Able to clarify the question, translate it into measures, and deliver decision-ready readouts (what changed, who is impacted, why it matters, and recommended actions).
• Contact Center Analytics Domain Knowledge: Understanding of contact center operations and measures (call drivers, repeat contacts, handle time, transfers/escalations, quality, sentiment) and how analytics supports cost-to-serve and CX outcomes.
• Data Pipelines & Production Support: Ability to validate analytics data flows (metadata, recordings, attributes), troubleshoot data gaps/refresh failures/permission issues, perform root-cause analysis, and coordinate fixes with internal IT teams and NICE support.
• Security & Sensitive Data Handling: Familiarity with role-based access controls and least-privilege principles when working with recordings, transcripts, and other sensitive customer data.
• Analytics Tools: Strong Excel (analysis, pivots, data cleansing); experience with Power BI and/or SQL preferred.
• Prioritization & Delivery: Ability to manage competing reporting/analytics work, communicate trade-offs, and deliver on committed timelines.

3+ years in contact center analytics/reporting, business analysis, quality analytics, or related roles; contact center technology experience preferred.

Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.

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