Location: New York, NY - Hybrid
Duration: 12 Months Contract to Hire
We are seeking a CXOne Quality Analytics & Platform Insights Engineer to provide hands-on analytics, quality tooling support, and reporting expertise across our Service Center Technology ecosystem. You will work as part of the support and engineering organization, taking the lead on managing quality systems, surfacing actionable insights for business partners, and improving observability across our supported platforms.
This is an execution-focused role designed for someone comfortable working independently, owning deliverables end to end, and producing consistent, high quality outcomes in a lean engineering environment.
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Scope of Work / Responsibilities
Quality Tools & Analytics
• 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.
Reporting & Insights Delivery
• 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.
Platform Observability & Monitoring
• 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.
Cross-Platform Coordination
• 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.
Operational Support
• Support issue triage related to quality tools, analytics discrepancies, or reporting failures.
• Participate in RCA discussions and provide analytical insights to inform corrective actions.
Documentation & Knowledge Transfer
• Maintain documentation for dashboards, data models, reporting pipelines, and quality tool configurations.
• Provide training and guidance for internal users and business partners as needed.
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Required Experience
• 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.
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Preferred Skills
• 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
Estimated Min Rate: $70.00
Estimated Max Rate: $80.00
What’s In It for You?
We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:
- Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
- Health Savings Account (HSA) (for employees working 20+ hours per week)
- Life & Disability Insurance (for employees working 20+ hours per week)
- MetLife Voluntary Benefits
- Employee Assistance Program (EAP)
- 401K Retirement Savings Plan
- Direct Deposit & weekly epayroll
- Referral Bonus Programs
- Certification and training opportunities
Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.
Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.
For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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