New!
Senior Information Technology Engineer, IT Security (IT/OT Firewall Administration) EBMUD
Oakland, CA3 days ago
- $157,488–$191,424 Per Year
- Full-time
Want to know if you’re a fit?
Upload your resume and let our AI show you.
Upload your resume and let our AI show you.
Skills
- Amazon Web Services (AWS)unmatched
- Application Programming Interface (API)unmatched
- Best Practicesunmatched
- Business Intelligenceunmatched
- Business Intelligence Softwareunmatched
- Call Center Operationsunmatched
- Call Centersunmatched
- Change Managementunmatched
- Cloud Computingunmatched
- Computer Scienceunmatched
- Continuous Improvementunmatched
- Cross-Functionalunmatched
- Data Analysisunmatched
- Data Managementunmatched
- Data Qualityunmatched
- Data Structuresunmatched
- Database Extract Transform and Load (ETL)unmatched
- IT Service Management (ITSM)unmatched
- ITIL (IT Infrastructure Library)unmatched
- Identify Issuesunmatched
- Information Technology & Information Systemsunmatched
- Leadershipunmatched
- Legalunmatched
- Microsoft Windows Azureunmatched
- Performance Analysisunmatched
- Performance Managementunmatched
- Performance Metricsunmatched
- Power BIunmatched
- Regulatory Reportsunmatched
- Reporting Dashboardsunmatched
- Requirements Managementunmatched
- Root Cause Analysisunmatched
- SQL (Structured Query Language)unmatched
- Service Level Agreement (SLA)unmatched
- Software as a Service (SaaS)unmatched
- Tableauunmatched
- Technical Supportunmatched
- Time Managementunmatched
- Trend Analysisunmatched
- Usability Engineeringunmatched
- Voice Chatunmatched
Description
Data & Reporting Support Engineer
Job Summary
This role is responsible for supporting, maintaining, and optimizing data, reporting, and analytics capabilities across enterprise contact center platforms, including NICE CXone and related reporting, analytics, and data integration tools. The Data & Reporting Support Engineer acts as the primary technical resource for reporting issues, data quality concerns, and performance analytics, ensuring accurate, timely, and actionable insights for operations, leadership, and regulatory reporting. This role partners closely with operations, engineering, and business stakeholders to translate operational needs into reliable reporting solutions, while also supporting incident resolution, root cause analysis, and continuous improvement of data pipelines and reporting frameworks.
Responsibilities
- Support, maintain, and optimize reporting and analytics capabilities across enterprise contact center platforms.
- Serve as the primary technical contact for reporting issues, data quality concerns, and performance analytics.
- Ensure accuracy, timeliness, and usability of data for operational, leadership, and regulatory reporting.
- Collaborate with operations, engineering, and business stakeholders to translate requirements into reporting solutions.
- Support incident resolution, root cause analysis, and continuous improvement of data pipelines and reporting frameworks.
- Troubleshoot data integration, ETL, and API-related issues impacting reporting and analytics.
- Support both real-time and historical reporting needs for contact center operations.
- Analyze trends and convert data into actionable operational insights and recommendations.
Requirements
- Bachelor s degree in Information Systems, Data Analytics, Computer Science, or a related field, or equivalent experience.
- 5 8+ years of experience in data/reporting support, analytics, or business intelligence roles.
- Experience supporting contact center platforms or analytics environments.
- Strong understanding of data structures, reporting logic, and KPI frameworks.
- Experience with ITSM processes, including Incident, Problem, and Change Management.
- Ability to analyze data trends and translate findings into operational insights.
- Experience supporting real-time and historical reporting requirements.
Skills
- Proficiency with NICE CXone reporting and analytics tools (e.G., Interaction Analytics, Performance Management).
- Experience with business intelligence tools such as Power BI, Tableau, or equivalent.
- Knowledge of contact center reporting tools, dashboards, and omnichannel reporting (voice, chat, digital).
- Intermediate to advanced SQL and data querying skills.
- Understanding of data pipeline troubleshooting and ETL concepts.
- Experience with API integrations and data exchange troubleshooting.
- Familiarity with cloud-based data environments and SaaS platforms.
- Knowledge of contact center KPIs such as AHT, SLA, occupancy, and adherence.
Summary Qualification
- Relevant bachelor s degree or equivalent practical experience.
- 5 8+ years in data/reporting support, analytics, or BI functions.
- Hands-on experience with contact center platforms and reporting environments.
- Demonstrated ability to ensure data quality and deliver accurate, timely reports.
- Proven experience collaborating with cross-functional stakeholders to meet reporting needs.
- Familiarity with ITSM processes and best practices.
Certifications (Preferred)
- NICE CXone certifications in reporting, analytics, or administration.
- Data/BI certifications such as Power BI, Tableau, or equivalent.
- ITIL Foundation or higher.
- Cloud certifications (AWS, Azure, or equivalent).
Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based of one s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer. We participate in E-Verify to confirm one s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.
Numbers & Facts
| Location | San Rafael, CA |
Similar Jobs
- New!
Support Engineer 3- Identity/Access Specific Jobot
San Francisco, CA3 days ago- $70–$120 Per Hour
- New!
Mechanical Design Engineer - Commercial HVAC Jobot
Union City, CA3 days ago- $55–$75 Per Hour
- New!
Quant Engineer Jobot
San Francisco, CA3 days ago- $300,000–$375,000 Per Year
(Agile1)IT Solutions Engineer, Principal Axelon
Oakland, CA14 days ago- $100–$125 Per Hour
- New!
Senior AI Engineer Jobot
San Francisco, CAToday- $225,000–$280,000 Per Year