Tential Solutions · 17 hours ago
CXOne Quality Analytics & Platform Insights Engineer
United States
Contract
Remote
Mid LevelTential Solutions is seeking a CXOne Quality Analytics & Platform Insights Engineer to provide hands-on analytics, quality tooling support, and reporting expertise across their Service Center Technology ecosystem. The role involves managing quality systems, delivering actionable insights, and improving observability across supported platforms.
Human ResourcesInformation Technology
Responsibilities
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
Qualification
Required
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
Preferred
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
Company
Tential Solutions
We put people first. We’re your trusted partner - empowering you with top talent and solutions to stay competitive in today’s dynamic market.
Founded in 2003
501-1000 employees
H1B Sponsorship
Tential Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (1)
2022 (3)
2020 (11)
Funding
Current Stage
Late StageLeadership Team
Shane Ireland
Chief Executive Officer
Quinn Salamandra
Co-Founder
Recent News
Australian Financial Review
2024-05-02
2024-04-12
Company data provided by crunchbase