Contact Center Engineer - Aceyus Reporting

Job Description

Job Summary

The Aceyus Reporting Engineer is responsible for developing, maintaining, and troubleshooting reporting solutions that support the Five9 CCaaS environment through the Aceyus analytics platform. This role ensures accurate, timely, and actionable reporting for contact center operations. The engineer will generate scheduled and ad‑hoc reports, investigate data discrepancies, coordinate with the Five9 vendor on reporting issues, support change windows, and train supervisors and engineers on how to effectively use Aceyus reporting tools. This position requires strong analytical skills, solid technical foundations, and the ability to partner with business and technical stakeholders.

Reporting & Analytics Execution

• Build, configure, and maintain Aceyus dashboards, reports, and data views supporting Five9 contact center operations.
• Run scheduled and on‑demand reports for business stakeholders, ensuring accuracy and timely delivery.
• Convert business requests into clear reporting requirements and implement them within Aceyus.

Issue Troubleshooting & Data Validation

• Investigate and resolve reporting discrepancies including agent state mismatches, queue mapping issues, interval misalignments, and missing or stale data.
• Validate Five9 → Aceyus data flows, ensuring that data is accurate, complete, and refreshed.
• Document root causes and corrective actions for recurring reporting issues.

Vendor & Cross‑Team Coordination

• Work directly with the Five9 CCaaS vendor and Aceyus support teams to troubleshoot issues, submit cases, and drive resolution.
• Participate in change windows involving data schema updates, metric adjustments, and reporting infrastructure updates.
• Perform pre‑ and post‑change testing to confirm reporting integrity.

Training & User Enablement

• Train supervisors, analysts, and engineering partners on Aceyus dashboards, drill‑downs, filters, subscriptions, and best practices.
• Develop knowledge base articles, job aids, and quick‑reference guides for self‑service reporting.
• Promote consistent metric definitions and proper report usage across contact center teams.

Operational Execution & Governance

• Maintain metric catalogs, field definitions, and documentation.
• Follow ITIL change, incident, and problem management processes.
• Support internal audits by providing reporting evidence and data lineage explanations as needed.

Qualifications

Required Skills

Technical

• 3+ years of experience in contact center reporting, analytics, or BI engineering.
• Hands‑on experience with Aceyus and/or Five9 reporting.
• Strong understanding of contact center KPIs (AHT, ASA, SL, Abandonment, Hold, Occupancy).
• Proficient in Excel for analysis, reconciliation, and data slicing.
• Familiarity with APIs, ETL concepts, and time‑series reporting.

Operational / Functional

• Demonstrated ability to troubleshoot reporting issues end‑to‑end.
• Experience running scheduled and ad‑hoc reports for large contact center operations.
• Ability to create training materials and deliver small‑group training sessions.
• Competent in coordinating change windows and structured test plans.

Education

• Bachelor’s degree in Computer Science, Information Systems, Analytics, Engineering, or similar field, or equivalent work experience.

Desired Skills

• Experience with Aceyus administration, Designer, or Data Mart optimization.
• Experience with Five9 analytics, Supervisor application, or Data Exchange.
• Familiarity with additional CCaaS or telephony platforms (Cisco, Avaya, Genesys).
• Experience with BI tools such as Power BI, Tableau, or Looker.
• Scripting experience (Python, PowerShell) for report automation or data validation.
• Working knowledge of WFM, IVR reporting, or quality platforms (Verint/NICE).
• ITIL certification or experience with ServiceNow/Jira workflows.
• Familiarity with SQL for basic querying/data validation/troubleshooting is a plus.

Core Competencies

• Analytical Problem‑Solving: Able to independently troubleshoot and validate data issues.
• Clear Communication: Explains reporting logic and discrepancies in business‑friendly terms.
• Customer Focus: Builds reports that support daily operations and leadership decision‑making.
• Ownership: Drives assigned tasks from start to finish with minimal supervision.
• Collaboration: Works effectively with vendors, engineers, supervisors, and operations teams.
• Attention to Detail: Ensures metric consistency and accuracy across all outputs.

Additional Information

This role requires US working hours: Monday - Friday, 8am-5pm EST.