Contact Center Analytics Developer

Role Description

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.

Qualifications

• 3+ years in contact center analytics/reporting, business analysis, quality analytics, or related roles; contact center technology experience preferred.
• Hands-on experience with NICE CXone Interaction Analytics/Nexidia, including configuration of categories, rules, phrases, workspaces, or dashboards.
• Ability to build and maintain recurring dashboards, reports/scorecards, and standardized monitoring with clear filters/prompts and reliable outputs.
• 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).
• 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.
• 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.
• Familiarity with role-based access controls and least-privilege principles when working with recordings, transcripts, and other sensitive customer data.
• Strong Excel (analysis, pivots, data cleansing); experience with Power BI and/or SQL preferred.
• Ability to manage competing reporting/analytics work, communicate trade-offs, and deliver on committed timelines.

Requirements

• 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.
• Builds 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.
• Coordinates 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.

Benefits

• For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace.
• Expectation of family care being in place during business hours.
• Internet work speed requirement of 25 Mbps or better for individual use.
• If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required.
• 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.

Company Description

At Ascensus we are guided by our Core Values of People Matter, Quality First and Integrity Always®. They inspire us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day.

We are proud to be an Equal Opportunity Employer.

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about the validity of a job posting, we strongly encourage you to apply directly through our website.