CXONE Lead

One of our Premier Clients is seeking a CXOne Technical Lead to provide hands‑on analytics, quality tooling support, and reporting expertise across our Service Center Technology ecosystem. This contractor will work as part of the support and engineering organization, taking the lead on managing quality systems, surfacing actionable insights for business partners, and improving observability across our supported platforms.

This is an execution‑focused role designed for someone comfortable working independently, owning deliverables end to end, and producing consistent, high‑quality outcomes in a lean engineering environment.

• Administer and optimize quality management tools within NICE CXOne, including Nexidia and advanced analytics modules.
• Build and refine analytical models, dashboards, and insights to support quality, compliance, and advisor performance analysis.
• Partner with business leaders to translate operational needs into scalable reporting and analytics outputs.

• Develop, maintain, and automate reporting packages for customer interactions, advisor performance, and operational KPIs.
• Provide proactive insights that identify trends, anomalies, or opportunities to improve customer and advisor experiences.
• Ensure data accuracy, structure, and alignment across reporting systems.

• Implement and maintain monitoring frameworks, alerts, and performance dashboards for CXOne, CRM integrations, and supporting services.
• Analyze system health metrics to detect emerging issues and support stability improvement efforts.
• Partner with the stability engineering team to ensure observability standards are met across the platform.

• Collaborate with routing, IVR, CRM, and application engineering teams to ensure tagging, metadata, and data flows align with analytics requirements.
• Validate that quality and analytics tools integrate correctly across customer interaction workflows.

• Support issue triage related to quality tools, analytics discrepancies, or reporting failures.
• Participate in RCA discussions and provide analytical insights to inform corrective actions.

• Maintain documentation for dashboards, data models, reporting pipelines, and quality tool configurations.
• Provide training and guidance for internal users and business partners as needed.

• Hands‑on experience with Nexidia, CXOne Quality Management, or advanced CXOne analytics tools (Quality Central, Enlighten AI, or similar).
• Demonstrated ability to analyze complex customer interaction data and translate findings into actionable insights.
• Experience supporting enterprise‑scale contact center quality or analytics environments.
• Strong data analysis, reporting, and visualization skills (Power BI, Tableau, or similar).
• Ability to operate independently, own deliverables, and execute effectively in a lean support structure.

• Experience with observability tooling, monitoring frameworks, or performance dashboards.
• Familiarity with Dynamics 365 or other CRM/CTI data structures.
• Experience in regulated industries or environments with strong compliance requirements.