Customer Engagement Data Jobs

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8d ago

Contact Center Analytics Developer

Ascensus Dresher, PA

Dresher, PA

8d ago

Full time Analytics Business Analytics Business Intelligence

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Job Description

Ascensus seeks an onsite Contact Center Analytics Developer to design, configure, and support NICE CXone Interaction Analytics within the Nexidia-based contact center analytics environment. The role builds and maintains categories, rules, phrase libraries, workspaces, dashboards, and reporting structures to illuminate customer interactions and identify opportunities for operational improvement, partnering with IVR and IVA developers as needed. This position is based in Dresher, PA (onsite) and requires at least three years of relevant experience.

Responsibilities

Perform platform administration and deliver analytics reporting to enable consistent, decision-ready customer insights.
Collaborate with Operations, Quality, Product, and Technology to translate business questions into scalable analytics.
Create reporting views and dashboards that help stakeholders monitor trends, investigate root causes, and act on customer interaction data.
Configure and maintain NICE CXone Interaction Analytics assets including categories, rules, phrase libraries, datasets, workspaces, dashboards, and filters.
Conduct validation, tuning, and troubleshooting to improve the reliability and performance of analytics outputs.
Support governance, documentation, and quality standards for analytics configurations, taxonomies, and reporting assets.
Coordinate and validate 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.
Validate outcomes with business and technology owners (CX and contact-volume impact) and identify opportunities to automate and standardize reporting and monitoring.
Uphold data security by protecting confidential data and ensuring proper handling to prevent unauthorized access, improper transmission, or disclosure that could harm Ascensus or clients.
Operate in alignment with Ascensus Core Values of People Matter, Quality First, and Integrity Always in day-to-day actions.

Location

Dresher, PA (onsite)

Requirements

Hands-on CXone / Nexidia Analytics administration experience, including configuring categories, rules, phrases, workspaces, or dashboards.
Ability to build and maintain recurring dashboards, reports or scorecards, and standardized monitoring with clear filters/prompts and reliable outputs.
Capability to clarify questions, translate them into measures, and deliver decision-ready readouts that explain changes, who is impacted, why it matters, and recommended actions.
Solid knowledge of contact center operations and metrics (call drivers, repeat contacts, handle time, transfers/escalations, quality, sentiment) and how analytics supports cost-to-serve and CX outcomes.
Experience validating analytics data flows (metadata, recordings, attributes), troubleshooting data gaps, refresh failures, or permission issues, and coordinating fixes with IT and NICE support.
Familiarity with role-based access controls and least-privilege principles when handling recordings, transcripts, and other sensitive customer data.
Strong Excel skills (analysis,PivotTables, data cleansing); Power BI and/or SQL experience is preferred.
Ability to manage competing reporting and analytics work, communicate trade-offs, and meet committed timelines.
Minimum three years in related roles such as contact center analytics, reporting, business analysis, or quality analytics; experience with contact center technology preferred.

Technologies

NICE CXone
Nexidia Analytics
Power BI
SQL
Excel

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