Contact Center Engineer – Aceyus Reporting

Role Overview

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

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

Tech Stack

• ETL
• Python
• ServiceNow
• SQL
• Tableau