Engineer II, Quality Analytics & Platform Insights

Job Overview

The Engineer II, Quality Analytics & Platform Insights provides analytics, quality engineering, reporting, and observability capabilities that enable Service Center Technology to deliver on its transformation strategy.

Responsibilities

• Analytics, Reporting & Platform Insights
  • Develop analytics, reporting, and quality solutions across NICE CXOne, Nexidia, Enlighten AI, and related servicing platforms.
  • Build dashboards, scorecards, and automated reporting that provide insights into advisor experience, customer interactions, operational performance, and platform health.
  • Partner with business and technology stakeholders to define key performance indicators (KPIs), improve reporting capabilities, and support operational decision-making.
  • Analyze interaction analytics, quality metrics, and platform telemetry to identify trends, anomalies, and improvement opportunities.
• Quality Management & AI-Enabled Insights
  • Support and optimize quality management capabilities, including Nexidia, CXOne Quality Management, Enlighten AI, and related analytics tools.
  • Utilize AI-powered analytics and interaction intelligence to support advisor enablement, customer experience, compliance, and operational efficiency initiatives.
  • Measure and validate the effectiveness of AI-enabled capabilities such as interaction analytics, sentiment analysis, quality automation, and advisor guidance tools.
• Observability & Operational Intelligence
  • Develop dashboards, monitoring solutions, and reporting that improve visibility into platform health, workflow performance, customer interaction quality, and advisor experience.
  • Analyze operational metrics and platform telemetry to identify risks and support platform reliability initiatives.
  • Partner with platform engineering teams to establish tagging, metadata, and measurement standards that support reporting and analytics requirements.
• Operational Support & Continuous Improvement
  • Support issue triage activities related to quality tools, reporting platforms, analytics discrepancies, and data integrations.
  • Participate in root cause analysis efforts and provide data-driven recommendations to support corrective actions and process improvements.
  • Improve reporting quality, automation, and operational efficiency through continuous improvement initiatives.
• Cross-Functional Collaboration
  • Collaborate with Contact Channel Management, Agent Experience, CRM, Platform Engineering, and Operations teams to incorporate analytics, quality, and reporting requirements into solutions and workflows.
  • Validate routing data, interaction metadata, telemetry, and platform integrations to ensure reporting and measurement objectives are achieved.
  • Maintain documentation for reporting assets, dashboards, analytics processes, and quality management configurations.

Requirements

• Bachelor’s degree in Information Systems, Analytics, Computer Science, Engineering, Business Intelligence, Data Science, or a related field
• 3+ years of experience in analytics, business intelligence, reporting, quality engineering, customer experience measurement, or contact center analytics
• Experience with NICE CXOne Analytics, Nexidia, Quality Management, Enlighten AI, Quality Central, or comparable contact center analytics platforms
• Experience creating dashboards and reporting solutions using Power BI, Tableau, or similar visualization platforms
• Experience using AI-assisted tools such as Microsoft Copilot, GitHub Copilot, Cursor, or similar technologies to support reporting development, analysis, documentation, or operational processes

Core Competencies

• Data Analytics & Business Intelligence
• Quality Management & Interaction Analytics
• Dashboard Development & Reporting
• Operational Intelligence & Observability
• AI-Enabled Analytics Solutions
• Root Cause Analysis & Continuous Improvement
• Stakeholder Collaboration & Communication
• Customer Experience & Advisor Experience Measurement

Preferences

• Experience in financial services or another regulated industry
• Experience with observability platforms, monitoring frameworks, or operational dashboards
• Experience with Dynamics 365, CRM/CTI integrations, or contact center data models
• Experience with interaction analytics, conversational intelligence, sentiment analysis, or AI-enabled quality programs
• Experience with cloud-based analytics platforms, telemetry solutions, reporting automation, or modern data visualization practices