Senior Software Engineer - Contact Center Technology

Ascensus; Minnesota; On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Professional development

Tuition reimbursement

Generous reward programs

Health Savings Account

401(k) matching programs

Business casual dress code

Job summary

Ascensus is looking for a Contact Center Analytics Developer in Minnesota. You will design and support analytics capabilities to enhance customer interactions and organizational performance. The role involves building dashboards, validating data flows, and ensuring effective communication of insights to stakeholders.

Qualifications include 3+ years of relevant experience and expertise in NICE CXone and analytics tools. Benefits include professional development programs, paid time off, and generous health benefits.

Qualifications

• 3+ years in contact center analytics/reporting or related roles.
• Hands-on experience with NICE CXone Interaction Analytics.
• Strong Excel skills; experience with Power BI and SQL preferred.

Responsibilities

• Builds reporting views and dashboards for stakeholders.
• Configures and maintains NICE CXone Interaction Analytics assets.
• Performs validation, tuning, and troubleshooting of analytics outputs.

Skills

NICE CXone Interaction Analytics

Reporting & Dashboards

Insight Storytelling

Data Pipelines

Analytical Skills

Tools

Excel

Power BI

SQL

Job description

Position Summary

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.

Job Functions, Essential Duties and Responsibilities

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); monitors 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.

Is responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, or unapproved disclosure that could result in harm to Ascensus or our clients.

Requirements

• Experience: 3+ years in contact center analytics/reporting, business analysis, quality analytics, or related roles. Contact center technology experience preferred.
• Skills: Hands‑on experience with NICE CXone Interaction Analytics/Nexidia, including configuration of categories, rules, phrases, workspaces, or dashboards.
• Reporting & Dashboards: Ability to build and maintain recurring dashboards, reports/scorecards, and standardized monitoring with clear filters/prompts and reliable outputs.
• Insight Storytelling & Stakeholder Partnership: Capable of clarifying the question, translating it into measures, and delivering decision‑ready readouts (what changed, who is impacted, why it matters, and recommended actions).
• Contact Center Analytics Domain Knowledge: Understanding of contact center operations and metrics, and how analytics supports cost‑to‑serve and CX outcomes.
• Data Pipelines & Production Support: Ability to validate analytics data flows, troubleshoot data gaps/refresh failures/permission issues, perform root‑cause analysis, and coordinate fixes with internal IT teams and NICE support.
• Security & Sensitive Data Handling: Familiarity with role‑based access controls and least‑privilege principles when working with recordings, transcripts, and other sensitive customer data.
• Analytics Tools: Strong Excel (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.

Benefits

• Collaborative, idea‑sharing environment
• Professional development with in‑house training and tuition reimbursement
• Generous reward programs
• Paid time off
• Medical, dental & vision benefits
• Health Savings Account with employer contribution up to $1,100
• 401(k) & 529 college savings match programs
• Volunteer and charitable‑giving programs
• Business casual dress code

Equal Opportunity Employer

Ascensus is an Equal Opportunity Employer.