Contact Center Analytics Developer

The role centers on designing, configuring, and supporting NICE CXone Interaction Analytics within Ascensus's Nexidia-based contact center analytics environment. The successful candidate will build and maintain categories, rules, phrase libraries, workspaces, dashboards, and reporting structures to illuminate customer interactions and identify opportunities for operational improvements, collaborating with IVR/IVA developers as needed. This is an onsite position based in Dresher, PA, with a minimum of three years of relevant experience.

Responsibilities

• Manages platform administration and delivers reporting to produce consistent, decision-ready analytics on customer interactions.
• Collaborates with Operations, Quality, Product, and Technology to translate business questions into scalable analytics.
• Develops reporting views and dashboards that enable stakeholders to monitor trends, identify root causes, and drive action from 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 enhance the reliability and performance of analytic outputs.
• Supports governance, documentation, and quality standards for analytics configurations, taxonomies, and reporting assets.
• Coordinates and validates end-to-end data flows across the CXone ecosystem (metadata, recordings, attributes, analytics outputs); monitors data completeness and platform health.
• Validates outcomes with business and technology owners, focusing on CX and contact-volume impact, and identifies opportunities to automate and standardize reporting and monitoring.
• Ensures the protection, security, and proper handling of confidential Ascensus data to prevent unauthorized access, improper transmission, or disclosure that could harm the company or clients.
• Under Ascensus core values, demonstrates respect, integrity, and a commitment to quality in day-to-day actions, reflecting People Matter, Quality First, and Integrity Always.

Requirements

• Hands-on administration experience with NICE CXone Interaction Analytics and Nexidia, including configuring categories, rules, phrases, workspaces, and dashboards.
• Experience building and maintaining recurring dashboards, reports or scorecards, and standardized monitoring with clear filters and reliable outputs.
• Ability to clarify business questions, translate them into metrics, and deliver decision-ready readouts outlining changes, impacted parties, significance, and recommended actions.
• Knowledge of contact center operations and measures such as call drivers, repeat contacts, handle time, transfers or escalations, quality, and 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, and permission issues, and coordinate fixes with internal IT and NICE support.
• Familiarity with role-based access controls and least-privilege practices when handling recordings, transcripts, and other sensitive customer data.
• Strong Excel skills (analysis, pivots, data cleansing); experience with Power BI and/or SQL is preferred.
• Capacity to manage competing analytics work, communicate trade-offs, and meet committed timelines.
• Three or more years of experience in contact center analytics, reporting, business analysis, quality analytics, or related roles; experience with contact center technology is preferred.

Technologies

• NICE CXone
• Nexidia Analytics
• Power BI
• SQL
• Excel