Engineer II, Quality Analytics & Platform Insights

LPL Financial•Fort Mill, SC

3d•$42 - $71

About The Position

The Engineer II, Quality Analytics & Platform Insights provides analytics, quality engineering, reporting, and observability capabilities that enable Service Center Technology to deliver on its transformation strategy. This role supports data-driven improvements across advisor, Financial Service Professional (FSP), and customer experiences by ensuring quality platforms, reporting solutions, and monitoring capabilities generate actionable insights that improve operational performance and platform reliability. This position partners closely with Contact Channel Management, Agent Experience, Platform Engineering, Operations, and Servicing Technology teams to transform customer interaction data, quality metrics, operational reporting, and platform telemetry into meaningful insights that improve advisor experiences, strengthen compliance outcomes, increase operational efficiency, and support informed business decisions.

Requirements

Bachelor’s degree in Information Systems, Analytics, Computer Science, Engineering, Business Intelligence, Data Science, or a related field
3+ years of experience in analytics, business intelligence, reporting, quality engineering, customer experience measurement, or contact center analytics
Experience with NICE CXOne Analytics, Nexidia, Quality Management, Enlighten AI, Quality Central, or comparable contact center analytics platforms
Experience creating dashboards and reporting solutions using Power BI, Tableau, or similar visualization platforms
Experience using AI-assisted tools such as Microsoft Copilot, GitHub Copilot, Cursor, or similar technologies to support reporting development, analysis, documentation, or operational processes

Nice To Haves

Experience in financial services or another regulated industry.
Experience with observability platforms, monitoring frameworks, or operational dashboards.
Experience with Dynamics 365, CRM/CTI integrations, or contact center data models.
Experience with interaction analytics, conversational intelligence, sentiment analysis, or AI-enabled quality programs.
Experience with cloud-based analytics platforms, telemetry solutions, reporting automation, or modern data visualization practices.

Responsibilities

Develop analytics, reporting, and quality solutions across NICE CXOne, Nexidia, Enlighten AI, and related servicing platforms.
Build dashboards, scorecards, and automated reporting that provide insights into advisor experience, customer interactions, operational performance, and platform health.
Partner with business and technology stakeholders to define key performance indicators (KPIs), improve reporting capabilities, and support operational decision-making.
Analyze interaction analytics, quality metrics, and platform telemetry to identify trends, anomalies, and improvement opportunities.
Support and optimize quality management capabilities, including Nexidia, CXOne Quality Management, Enlighten AI, and related analytics tools.
Utilize AI-powered analytics and interaction intelligence to support advisor enablement, customer experience, compliance, and operational efficiency initiatives.
Measure and validate the effectiveness of AI-enabled capabilities such as interaction analytics, sentiment analysis, quality automation, and advisor guidance tools.
Develop dashboards, monitoring solutions, and reporting that improve visibility into platform health, workflow performance, customer interaction quality, and advisor experience.
Analyze operational metrics and platform telemetry to identify risks and support platform reliability initiatives.
Partner with platform engineering teams to establish tagging, metadata, and measurement standards that support reporting and analytics requirements.
Support issue triage activities related to quality tools, reporting platforms, analytics discrepancies, and data integrations.
Participate in root cause analysis efforts and provide data-driven recommendations to support corrective actions and process improvements.
Improve reporting quality, automation, and operational efficiency through continuous improvement initiatives.
Collaborate with Contact Channel Management, Agent Experience, CRM, Platform Engineering, and Operations teams to incorporate analytics, quality, and reporting requirements into solutions and workflows.
Validate routing data, interaction metadata, telemetry, and platform integrations to ensure reporting and measurement objectives are achieved.
Maintain documentation for reporting assets, dashboards, analytics processes, and quality management configurations.