Contact Center Engineer Aceyus Reporting

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 adhoc 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 ondemand 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 & CrossTeam 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 postchange testing to confirm reporting integrity.

Training & User Enablement

• Train supervisors analysts and engineering partners on Aceyus dashboards drilldowns filters subscriptions and best practices.
• Develop knowledge base articles job aids and quickreference guides for selfservice 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.
• Handson 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 timeseries reporting.

Operational / Functional

• Demonstrated ability to troubleshoot reporting issues endtoend.
• Experience running scheduled and adhoc reports for large contact center operations.
• Ability to create training materials and deliver smallgroup training sessions.
• Competent in coordinating change windows and structured test plans.

Education

• Bachelors 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 ProblemSolving: Able to independently troubleshoot and validate data issues.
• Clear Communication: Explains reporting logic and discrepancies in businessfriendly terms.
• Customer Focus: Builds reports that support daily operations and leadership decisionmaking.
• 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.

Remote Work :

Yes

Employment Type :

Full-time