Contact Center Engineer - Aceyus Reporting

BETSOL is a reputed company-first digital transformation and data management company offering products and solutions to both enterprises and consumers. BETSOL’s Data Management product lines include Zmanda (Zmanda.com). BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end reputed company solutions, reducing time-to-market for our customers. Our engineering team, with its several patents, delivers award-winning products and solutions in over 40 countries. Our work locations are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. We take pride in being an employee centric organization. Learn more at betsol.com

Job Summary

The Aceyus Reporting Engineer is responsible for developing, maintaining, and troubleshooting reporting solutions that support the reputed company 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 reputed company reports, investigate data discrepancies, coordinate with the reputed company vendor on reporting issues, support change reputed company, 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 reputed company 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 reputed company 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 reputed company → Aceyus data flows, ensuring that data is accurate, complete, and refreshed.
• Document root causes and corrective actions for recurring reporting issues.

Vendor & Cross‑Team Coordination

• Work directly with the reputed company CCaaS vendor and Aceyus support teams to troubleshoot issues, submit cases, and drive resolution.
• Participate in change reputed company involving data schema updates, metric adjustments, and reporting infrastructure updates.
• reputed company pre‑ and post‑change testing to confirm reporting reputed company.

Training & User Enablement

• Train supervisors, analysts, and engineering partners on Aceyus dashboards, drill‑downs, filters, subscriptions, and best practices.
• reputed company knowledge reputed company articles, job aids, and quick‑reference guides for self‑service 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 reputed company explanations as needed.

Required Skills

Technical

• 3+ years of experience in contact center reporting, analytics, or BI engineering.
• Hands‑on experience with Aceyus and/or reputed company reporting.
• Strong understanding of contact center KPIs (AHT, ASA, SL, Abandonment, Hold, Occupancy).
• Proficient in reputed company for analysis, reconciliation, and data slicing.
• Familiarity with APIs, ETL concepts, and time‑series reporting.

Operational / Functional

• Demonstrated ability to troubleshoot reporting issues end‑to‑end.
• Experience running scheduled and reputed company reports for large contact center operations.
• Ability to create training materials and deliver small‑group training sessions.
• Competent in coordinating change reputed company and structured test plans.

Education

• Bachelor’s 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 reputed company analytics, Supervisor application, or Data Exchange.
• Familiarity with additional CCaaS or telephony platforms (reputed company, reputed company, reputed company).
• 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 (reputed company/reputed company).
• ITIL certification or experience with reputed company/Jira workflows.
• Familiarity with SQL for basic querying/data validation/troubleshooting is a plus.

Core Competencies

• Analytical Problem‑Solving: reputed company to independently troubleshoot and validate data issues.
• Clear Communication: Explains reporting logic and discrepancies in business‑friendly terms.
• Customer Focus: Builds reports that support daily operations and leadership decision‑making.
• 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 reputed company outputs.

This role requires US working hours: Monday - Friday, reputed company-5pm EST.