BETSOL
Tech / AI / Software
ContactCenterEngineerAceyusReporting
“Contact Center Engineer - Aceyus Reporting at BETSOL. Skills: Aceyus, Five9 reporting, contact center reporting. Build, configure, and maintain Aceyus dashboards, reports, and data views for Five9 contact center operations.. Deliver scheduled and ad-hoc reports with a focus on accuracy and timeliness.”
Industry & Context.
Proven ability to troubleshoot reporting and data issues end-to-end.; Investigate and resolve reporting discrepancies
This role requires US working hours: Monday - Friday, 8am-5pm EST.
What They're Looking For.
Must Have
3+ years of experience in contact center reporting, analytics, or BI engineering., Hands-on experience with Aceyus and/or Five9 reporting., understanding of contact center KPIs such as AHT, ASA, Service Level, Abandonment, Hold, and Occupancy., proficiency in Excel for analysis, reconciliation, and data validation., Basic understanding of APIs, ETL concepts, and time-series reporting., Proven ability to troubleshoot reporting and data issues end-to-end., Experience managing scheduled and ad-hoc reporting for large contact center environments., Ability to create training materials and conduct small group training sessions., Experience supporting change windows and structured testing activities., Bachelor’s degree in computer science, Information Systems, Analytics, Engineering, or equivalent professional experience.
Nice to Have
Experience with Aceyus administration, Designer, or Data Mart optimization., Experience with Five9 Analytics, Supervisor tools, or Data Exchange., Exposure to other contact center or telephony platforms (Cisco, Avaya, Genesys)., Experience with BI tools such as Power BI, Tableau, or Looker., Basic scripting experience (Python or PowerShell) for automation or data checks., Familiarity with WFM, IVR reporting, or quality platforms (Verint, NICE)., Working knowledge of SQL for reporting and data validation., ITIL certification or experience working with ServiceNow or Jira workflows.
What You'll Do.
and maintain Aceyus dashboards
and data views for Five9 contact center operations.
Deliver scheduled and ad-hoc reports with a focus on accuracy and timeliness.
Translate business reporting needs into clear technical requirements and implement them in Aceyus.
Investigate and resolve reporting discrepancies such as agent state mismatches
Validate data flows between Five9 and Aceyus to ensure accuracy and freshness.
Work with Five9 and Aceyus vendor support teams to log issues and drive resolution.
Participate in change windows
including schema updates and reporting enhancements
with pre- and post-change testing.
and engineers on using Aceyus dashboards
and quick reference guides to support self-service reporting.
Maintain metric definitions
and reporting standards.
Follow ITIL processes for change
and problem management.
Support audits by providing reporting evidence and data lineage explanations when required.
How You'll Work.
Team & Collaboration
work closely with business users, vendors, and technical teams; Work with Five9 and Aceyus vendor support teams; Train supervisors, analysts, and engineers
Process & Methodology
Experience supporting change windows and structured testing activities.
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