Sr IT Contact Center Data & Analytics Engineer

RESPONSIBILITIES:
Kforce has a client that is seeking a Senior IT Contact Center Data and Analytics Engineer in Greenwood Village, CO for a direct hire/permanent opportunity/healthcare industry).

Summary:
We are hiring a Senior IT Contact Center Data and Analytics Engineer to join a leading healthcare organization in a direct hire, permanent role. This position plays a critical part in supporting and advancing data, reporting, and analytics capabilities across enterprise contact center platforms-especially NICE CXone and related tools.

This individual will act as the primary technical owner for reporting and analytics, ensuring the delivery of accurate, timely, and actionable insights to operations teams, leadership, and regulatory stakeholders. You will troubleshoot data issues, enhance reporting frameworks, and help drive continuous improvement across analytics and data pipelines.

This is a highly collaborative role, partnering closely with operations, engineering, and business stakeholders to translate real-world needs into scalable, reliable reporting solutions.

Key Responsibilities:
* Support, maintain, and optimize contact center data, reporting, and analytics environments
* Serve as the go-to expert for reporting issues, data quality, and analytics performance
* Troubleshoot and resolve data and reporting incidents; Conduct root cause analysis
* Translate business requirements into effective reporting and dashboard solutions
* Enhance data pipelines and reporting frameworks to improve accuracy and efficiency
* Deliver insights that support operational performance, workforce management, and decision-making
* Support both real-time and historical reporting needs across contact center channels

REQUIREMENTS:
* Bachelor's degree in Information Systems, Data Analytics, Computer Science, or 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 similar analytics environments

Strong understanding of:
* Data structures and reporting logic
* KPI frameworks and performance metrics
* Experience with ITSM processes (incident, problem, and change management)

Preferred Skills & Experience:
* Hands-on experience with NICE CXone Reporting and Analytics (Interaction Analytics, Performance Management)
* Experience with Business Intelligence tools (Power BI, Tableau, or similar)
* Knowledge of contact center dashboards and reporting tools
* Experience with omnichannel environments (voice, chat, digital channels)
* Strong SQL and data querying skills (intermediate to advanced)

Familiarity with:
* Data pipelines and ETL processes
* API integrations and data exchange troubleshooting
* Cloud-based data environments and SaaS platforms

Understanding of contact center KPIs such as:
* Average Handle Time (AHT), Service Levels (SLA), occupancy, adherence
* Ability to analyze data trends and translate findings into actionable insights

Preferred Certifications:
* NICE CXone certifications (reporting, analytics, or administration tracks)
* Data/BI certifications (Power BI, Tableau, or equivalent)
* ITIL Foundation (or higher)
* Cloud certifications (AWS, Azure)

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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