Senior Data & Reporting Engineer - Contact Center Analytics

Wollborg Michelson Personnel Service Inc; San Rafael (CA); Presencial; USD 110.000 - 140.000; Jornada completa

Descripción de la vacante

Wollborg Michelson Recruiting is seeking a Data & Reporting Support Engineer to optimize reporting and analytics across enterprise contact center platforms, including NICE CXone. You will be the go-to technical resource for reporting issues, data quality, and performance analytics, partnering with operations, engineering, and business stakeholders to deliver reliable reporting solutions.

The role involves incident resolution, root cause analysis, and continuous improvement of data pipelines and

Formación

• Bachelor's degree in Information Systems, Data Analytics, Computer Science, or related field or equivalent experience.
• 5–8+ years of experience in data/reporting support, analytics, or BI roles.
• Experience supporting contact center platforms or analytics environments.
• Strong understanding of data structures, reporting logic, and KPI frameworks.
• Experience with ITSM processes, including Incident, Problem, and Change Management.
• Ability to analyze data trends and translate findings into operational insights.
• Experience supporting real-time and historical reporting requirements.

Responsabilidades

• Support, maintain, and optimize reporting and analytics capabilities across enterprise contact center platforms.
• Serve as the primary technical contact for reporting issues, data quality concerns, and performance analytics.
• Ensure accuracy, timeliness, and usability of data for operational, leadership, and regulatory reporting.
• Collaborate with operations, engineering, and business stakeholders to translate requirements into reporting solutions.
• Support incident resolution, root cause analysis, and continuous improvement of data pipelines and reporting frameworks.
• Troubleshoot data integration, ETL, and API-related issues impacting reporting and analytics.
• Support both real-time and historical reporting needs for contact center operations.
• Analyze trends and convert data into actionable operational insights and recommendations.

Conocimientos

NICE CXone reporting

Power BI

Tableau

SQL

ETL concepts

API integrations

Cloud platforms

KPI knowledge

Educación

Bachelor's degree in Information Systems / related field

Herramientas

Power BI

Tableau

SQL clients

Descripción del empleo

Wollborg Michelson Recruiting is seeking a Data & Reporting Support Engineer to optimize reporting and analytics across enterprise contact center platforms, including NICE CXone. You will be the go-to technical resource for reporting issues, data quality, and performance analytics, partnering with operations, engineering, and business stakeholders to deliver reliable reporting solutions.

The role involves incident resolution, root cause analysis, and continuous improvement of data pipelines and