[Remote] NICE CXone Analytics & Reporting Engineer (CCaaS Cloud Migration)
Note: The job is a remote job and is open to candidates in USA. Pyramid Consulting, Inc. is a leading company in the Healthcare Industry, and they are currently seeking a NICE CXone Analytics & Reporting Engineer to support and optimize reporting and analytics solutions within the NICE CXone platform. The role involves troubleshooting reporting issues, developing reporting solutions, and supporting cloud contact center migration initiatives.
Responsibilities
- Support and optimize reporting, analytics, and data solutions within the NICE CXone platform
- Troubleshoot reporting issues, data quality concerns, dashboard performance, and data integrations
- Develop and maintain operational and executive-level reporting solutions
- Analyze contact center performance metrics and deliver actionable recommendations
- Support cloud contact center migration initiatives from legacy/on-premise environments to NICE CXone
- Partner with business leaders, operations teams, engineers, and implementation partners to gather reporting requirements and deliver scalable solutions
- Support real-time and historical reporting environments
- Perform root cause analysis and implement long-term solutions for reporting and data issues
- Assist with API integrations, ETL processes, and cloud-based data environments
- Ensure data accuracy, consistency, and integrity across multiple systems and platforms
Skills
- 5 years of experience in reporting, analytics, business intelligence, data engineering, or contact center analytics environments
- Hands-on experience with NICE CXone cloud solutions
- Experience supporting contact center or call center reporting environments
- Experience participating in NICE CXone migration, implementation, or cloud transformation projects
- Advanced SQL querying and data analysis skills
- Hands-on Databricks experience
- Strong understanding of contact center KPIs, reporting logic, and operational analytics
- Experience supporting enterprise reporting and dashboard solutions
- Strong troubleshooting, problem-solving, and stakeholder communication skills
- NICE Interaction Analytics experience
- NICE Performance Management experience
- NICE QM experience
- NICE Nexidia experience
- NICE Expert experience
- Power BI, Tableau, or other Business Intelligence platforms
- API integration and troubleshooting experience
- ETL and data pipeline support experience
- Cloud-based SaaS reporting environments
- Healthcare contact center experience
- ITIL processes and service management experience
- NICE CXone Certification
- Power BI Certification
- Tableau Certification
- ITIL Foundation
- AWS Certification
- Microsoft Azure Certification
Benefits
- Traveler benefits as per agency package. (Benefits vary by vendor and assignment).
Company Overview
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