CXone Data Integration Consultant

RESPONSIBILITIES:
Kforce has a client that is seeking a CXzone Data Integration Consultant in West Valley City, UT.

Overview:
Our client has recently transitioned from Databricks/Tableau to a Snowflake + Sigma data stack and is seeking a skilled consultant to lead the integration of NICE CXone data into Snowflake and help build dashboards in Sigma that replicate existing operational reporting. You will play a mission-critical role in unifying CXone contact center metrics with enterprise reporting goals-enabling insights into collector efficiency, dialer performance, PTP metrics, and more.

Key Responsibilities:
Data Engineering:
* Design and build robust pipelines to extract, transform, and load (ETL) data from NICE CXone into Snowflake
* Work with CXone Reporting APIs or data export capabilities to capture key metrics such as connect rate, RPC, PTP, login time, call durations, etc.
* Ensure accurate, scalable, and efficient data ingestion and transformation processes

BI Development:
* Translate and rebuild existing Tableau dashboards into Sigma using Snowflake as the backend
* Collaborate with operations to ensure the dashboards mirror prior metrics

Apply business logic to calculate derived KPIs like:
* Shrinkage/Productivity
* Connect and Conversion Rates
* Unique RPCs per Hour
* PTP Kept Rate
* Calls/Accounts Worked per Hour

Data Modeling:
* Design clean and scalable data models in Snowflake that support both ad-hoc exploration and dashboard reporting
* Optimize query performance and minimize compute cost

Stakeholder Collaboration:
* Interface with operations and BI teams to gather requirements and iterate on deliverables
* Present prototypes, validate logic, and refine visuals based on feedback

REQUIREMENTS:
* Hands-on experience with NICE CXone, including its APIs, reporting tools, and data extraction methods
* Strong expertise in Snowflake (warehouse design, performance tuning, security, cost management)
* Proficiency in SQL and data pipeline orchestration tools (e.g., dbt, Airflow, Fivetran, etc.)
* Demonstrated ability to build BI dashboards in Sigma Computing or similar cloud-native tools
* Familiar with Call Center KPIs, Scorecards, Dashboards, Trending and Analysis
* Experience replicating operational dashboards (prefer experience in collections or contact center environments)

Nice to Have:
* Direct experience in the Call Center as a Reporting Analyst and/or Contact Managers
* Multiple years of direct responsibility for the production of call center KPIs and metrics (connect rates, RPCs, PTPs, handle time, etc.)
* Prior experience transitioning from Tableau to Sigma
* Background in collections, finance, or customer support analytics
* Familiarity with Salesforce or customer data platforms connected to Snowflake

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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