Engineer II, Quality Analytics & Platform Insights

Job Overview

The Engineer II, Quality Analytics & Platform Insights role provides analytics, quality engineering, reporting, and observability capabilities that enable Service Center Technology to deliver on its transformation strategy. This position supports data‑driven improvements across advisor, Financial Service Professional (FSP), and customer experiences by ensuring quality platforms, reporting solutions, and monitoring capabilities generate actionable insights that improve operational performance and platform reliability.

The role partners closely with Contact Channel Management, Agent Experience, Platform Engineering, Operations, and Servicing Technology teams to transform customer interaction data, quality metrics, operational reporting, and platform telemetry into meaningful insights.

• Analytics, Reporting & Platform Insights
  • Develop analytics, reporting, and quality solutions across NICE CXOne, Nexidia, Enlighten AI, and related servicing platforms.
  • Build dashboards, scorecards, and automated reporting that provide insights into advisor experience, customer interactions, operational performance, and platform health.
  • Partner with business and technology stakeholders to define KPIs, improve reporting capabilities, and support operational decision‑making.
  • Analyze interaction analytics, quality metrics, and platform telemetry to identify trends, anomalies, and improvement opportunities.
• Quality Management & AI‑Enabled Insights
  • Support and optimize quality management capabilities including Nexidia, CXOne Quality Management, Enlighten AI, and related analytics tools.
  • Utilize AI‑powered analytics and interaction intelligence to support advisor enablement, customer experience, compliance, and operational efficiency initiatives.
  • Measure and validate the effectiveness of AI‑enabled capabilities such as interaction analytics, sentiment analysis, quality automation, and advisor guidance tools.
• Observability & Operational Intelligence
  • Develop dashboards, monitoring solutions, and reporting that improve visibility into platform health, workflow performance, customer interaction quality, and advisor experience.
  • Analyze operational metrics and platform telemetry to identify risks and support platform reliability initiatives.
  • Partner with platform engineering teams to establish tagging, metadata, and measurement standards supporting reporting and analytics requirements.
• Operational Support & Continuous Improvement
  • Support issue triage activities related to quality tools, reporting platforms, analytics discrepancies, and data integrations.
  • Participate in root‑cause analysis efforts and provide data‑driven recommendations to support corrective actions and process improvements.
  • Improve reporting quality, automation, and operational efficiency through continuous improvement initiatives.
• Cross‑Functional Collaboration
  • Collaborate with Contact Channel Management, Agent Experience, CRM, Platform Engineering, and Operations teams to incorporate analytics, quality, and reporting requirements into solutions and workflows.
  • Validate routing data, interaction metadata, telemetry, and platform integrations to ensure reporting and measurement objectives are achieved.
  • Maintain documentation for reporting assets, dashboards, analytics processes, and quality management configurations.

• Bachelor’s degree in Information Systems, Analytics, Computer Science, Engineering, Business Intelligence, Data Science, or a related field.
• 3+ years of experience in analytics, business intelligence, reporting, quality engineering, customer experience measurement, or contact center analytics.
• Experience with NICE CXOne Analytics, Nexidia, Quality Management, Enlighten AI, Quality Central, or comparable contact center analytics platforms.
• Experience creating dashboards and reporting solutions using Power BI, Tableau, or similar visualization platforms.
• Experience using AI‑assisted tools such as Microsoft Copilot, Git Hub Copilot, Cursor, or similar technologies to support reporting development, analysis, documentation, or operational processes.

• Data Analytics & Business Intelligence
• Quality Management & Interaction…