BETSOL
IT Services
ContactCenterEngineer-AceyusReporting
Neural analysis suggests this role is
optimal for mid candidates.
“Contact Center Engineer - Aceyus Reporting at BETSOL. Skills: Aceyus, Five9 reporting, contact center reporting, analytics, BI engineering. 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”
What You'll Achieve.
Ensures accurate, timely, and actionable reporting for contact center operations; Supports business, operations, and leadership teams with reliable insights
Industry & Context.
Troubleshoot reporting and data issues end-to-end; Investigate and resolve reporting discrepancies
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
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
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
Process & Methodology
Experience supporting change windows and structured testing activities
Full Job Description
Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India. We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities. Learn more at [betsol.com](https://www.betsol.com/) About the Role The Contact Center Engineer - Aceyus Reporting Engineer is responsible for building, maintaining, and supporting reporting solutions for the Five9 CCaaS environment using the Aceyus analytics platform. This role ensures accurate, timely, and actionable reporting for contact center operations and supports business, operations, and leadership teams with reliable insights. Responsibilities • Build, configure, and maintain Aceyus dashboards, reports, and data views for Five9 contact center operations. • Deliver scheduled and ad-hoc reports with a strong 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, queue mapping issues, interval gaps, and missing data. • 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-ch
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