Contact Center Engineer – Aceyus Reporting

📋 Description

• Develop, configure, and sustain Aceyus dashboards, reports, and data visualizations for Five9 contact center operations.

• Provide scheduled and on-demand reports with a keen emphasis on precision and punctuality.

• Convert business reporting requirements into clear technical specifications and execute them within Aceyus.

• Analyze and rectify reporting inconsistencies such as agent state discrepancies, queue mapping problems, interval gaps, and absent data.

• Verify data flows between Five9 and Aceyus to guarantee accuracy and up-to-date information.

• Collaborate with Five9 and Aceyus vendor support teams to log issues and facilitate resolutions.

• Engage in change windows, including schema modifications and reporting improvements, with both pre- and post-change testing.

• Educate supervisors, analysts, and engineers on utilizing Aceyus dashboards, filters, drill-downs, and subscriptions.

• Produce documentation, job aids, and quick reference materials to enhance self-service reporting.

• Uphold metric definitions, documentation, and reporting standards.

• Adhere to ITIL processes for change, incident, and problem management.

• Assist with audits by supplying reporting evidence and data lineage explanations as needed.

⛳️ Requirements

• Over 3 years of experience in contact center reporting, analytics, or BI engineering.

• Practical experience with Aceyus and/or Five9 reporting tools.

• Comprehensive understanding of contact center KPIs such as AHT, ASA, Service Level, Abandonment, Hold, and Occupancy.

• Advanced proficiency in Excel for analysis, reconciliation, and data validation tasks.

• Basic knowledge of APIs, ETL concepts, and time-series reporting.

• Demonstrated ability to troubleshoot reporting and data issues from start to finish.

• Experience managing both scheduled and ad-hoc reporting in extensive contact center environments.

• Capability to create training resources and conduct small group training sessions.

• Experience in facilitating change windows and structured testing processes.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Opportunities for professional development and career advancement.

• Collaborative and inclusive work environment.