Contact Center Engineer - Aceyus Reporting

About the Role

The Contact Center Engineer - Aceyus Reporting Engineer is responsible for building, maintaining, and supporting reporting solutions for the Five9 CCaaS environment using the Aceyus analytics platform. This role ensures accurate, timely, and actionable reporting for contact center operations and supports business, operations, and leadership teams with reliable insights.

Responsibilities

• Build, configure, and maintain Aceyus dashboards, reports, and data views for Five9 contact center operations.
• Deliver scheduled and ad-hoc reports with a strong focus on accuracy and timeliness.
• Translate business reporting needs into clear technical requirements and implement them in Aceyus.
• Investigate and resolve reporting discrepancies such as agent state mismatches, queue mapping issues, interval gaps, and missing data.
• Validate data flows between Five9 and Aceyus to ensure accuracy and freshness.
• Work with Five9 and Aceyus vendor support teams to log issues and drive resolution.
• Participate in change windows, including schema updates and reporting enhancements, with pre- and post-change testing.
• Train supervisors, analysts, and engineers on using Aceyus dashboards, filters, drill-downs, and subscriptions.
• Create documentation, job aids, and quick reference guides to support self-service reporting.
• Maintain metric definitions, documentation, and reporting standards.
• Follow ITIL processes for change, incident, and problem management.
• Support audits by providing reporting evidence and data lineage explanations when required.

Looking For :

A detail-oriented reporting or BI professional with strong contact center domain knowledge, hands-on experience with Aceyus and Five9 reporting, and the ability to work closely with business users, vendors, and technical teams.

Mandatory Skills

A. Technical Skills

• 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 such as AHT, ASA, Service Level, Abandonment, Hold, and Occupancy.
• Strong proficiency in Excel for analysis, reconciliation, and data validation.
• Basic understanding of APIs, ETL concepts, and time-series reporting.

B. Functional / Operational

• Proven ability to troubleshoot reporting and data issues end-to-end.
• Experience managing scheduled and ad-hoc reporting for large contact center environments.
• Ability to create training materials and conduct small group training sessions.
• Experience supporting change windows and structured testing activities.

Good to Have Skills

• Experience with Aceyus administration, Designer, or Data Mart optimization.
• Experience with Five9 Analytics, Supervisor tools, or Data Exchange.
• Exposure to other contact center or telephony platforms (Cisco, Avaya, Genesys).
• Experience with BI tools such as Power BI, Tableau, or Looker.
• Basic scripting experience (Python or PowerShell) for automation or data checks.
• Familiarity with WFM, IVR reporting, or quality platforms (Verint, NICE).
• Working knowledge of SQL for reporting and data validation.
• ITIL certification or experience working with ServiceNow or Jira workflows.

Education

• Bachelor’s degree in computer science, Information Systems, Analytics, Engineering, or equivalent professional experience.

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