[Remote] Contact Center Analytics Developer

Note: The job is a remote job and is open to candidates in USA. Ascensus 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 within NICE CXone Interaction Analytics, helping the business understand customer interactions and identify operational improvement opportunities.ResponsibilitiesExecutes platform administration and reporting delivery to enable consistent, decision-ready customer analyticsPartners with Operations, Quality, Product, and Technology to translate questions into scalable analyticsBuilds reporting views and dashboards that help stakeholders monitor trends, investigate root causes, and act on customer interaction dataConfigures and maintains NICE CXone Interaction Analytics assets including categories, rules, phrase libraries, datasets, workspaces, dashboards, and filtersPerforms validation, tuning, and troubleshooting to improve the reliability and performance of analytics outputsSupports governance, documentation, and quality standards for analytics configurations, taxonomies, and reporting assetsCoordinates 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 healthValidates outcomes with business and technology owners (CX and contact-volume impact) and identifies opportunities to automate and standardize reporting and monitoringResponsible 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 clientsSkillsCXone / Nexidia Analytics Administration: Hands-on experience with NICE CXone Interaction Analytics/Nexidia, including configuration of categories, rules, phrases, workspaces, or dashboardsReporting, Dashboards & Monitoring: Ability to build and maintain recurring dashboards, reports/scorecards, and standardized monitoring with clear filters/prompts and reliable outputsInsight Storytelling & Stakeholder Partnership: 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)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 outcomesData Pipelines & Production Support: 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 supportSecurity & Sensitive Data Handling: Familiarity with role-based access controls and least-privilege principles when working with recordings, transcripts, and other sensitive customer dataAnalytics Tools: Strong Excel (analysis, pivots, data cleansing); experience with Power BI and/or SQL preferredPrioritization & Delivery: Ability to manage competing reporting/analytics work, communicate trade-offs, and deliver on committed timelines3+ years in contact center analytics/reporting, business analysis, quality analytics, or related roles; contact center technology experience preferredExperience with Power BI and/or SQL preferredContact center technology experience preferredCompany OverviewAscensus delivers high-quality solutions for every segment of the retirement plan marketplace. It was founded in 1980, and is headquartered in Dresher, Pennsylvania, USA, with a workforce of 5001-10000 employees. Its website is https://www2.ascensus.com/.Company H1B SponsorshipAscensus has a track record of offering H1B sponsorships, with 3 in 2026, 8 in 2025, 6 in 2024, 9 in 2023, 23 in 2022, 14 in 2021, 19 in 2020. Please note that this does not guarantee sponsorship for this specific role.