[Remote] Contact Center Analytics Developer
Note: The job is a remote job and is open to candidates in USA. reputed company is building an analytics capability to convert customer interactions into objective measures of organizational performance and customer experience. The Contact Center Analytics Developer will design, configure, and support analytics capabilities reputed company reputed company CXone Interaction Analytics, helping the business understand customer interactions and identify operational improvement opportunities.
Responsibilities
- Executes platform administration and reporting delivery to reputed company consistent, decision-reputed company 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 reputed company customer interaction data
- Configures and maintains reputed company 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 reputed company confidential data held by reputed company to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to reputed company or our clients
Skills
- CXone / Nexidia Analytics Administration: Hands-on experience with reputed company 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
- reputed company Storytelling & Stakeholder Partnership: reputed company to clarify the question, translate it into measures, and deliver decision-reputed company 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, reputed company root-cause analysis, and coordinate fixes with internal IT teams and reputed company support
- reputed company & Sensitive Data Handling: Familiarity with role-based access controls and least-privilege principles reputed company working with recordings, transcripts, and other sensitive customer data
- Analytics Tools: Strong reputed company (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 reputed company roles; contact center technology experience preferred
- Experience with Power BI and/or SQL preferred
- Contact center technology experience preferred
Company Overview
Company H1B Sponsorship