Section 1: 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 design, configure, and support 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.
Section 2: 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); monitor 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.
- Responsible 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 clients.
- At Ascensus we are guided by our Core Values of People Matter, Quality First and Integrity Always®. They inspire us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day.
Supervision
Section 3: Experience, Skills, Knowledge Requirements
- CXone / Nexidia Analytics Administration: Hands-on experience with NICE CXone Interaction Analytics/Nexidia, including configuration of categories, rules, phrases, workspaces, or dashboards.
- Reporting, Dashboards & Monitoring: Ability to build and maintain recurring dashboards, reports/scoreca