Engineer II, Quality Analytics & Platform Insights

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., Analytics, Reporting & Platform Insights

• 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.

Quality Management & AI-Enabled Insights

• 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.

Observability & Operational Intelligence

• 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.

Operational Support & Continuous Improvement

• 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.

Cross-Functional Collaboration

• 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.

What are we looking for?

We seek professionals who pursue greatness, act with integrity, are driven to help our clients succeed, win together, and create and share joy. The ideal candidate brings a combination of technical expertise, analytical thinking, and business acumen to help improve advisor, customer, and operational experiences through data-driven insights and technology-enabled solutions.

• 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

Core Competencies:

• Data Analytics & Business Intelligence
• Quality Management & Interaction Analytics
• Dashboard Development & Reporting
• Operational Intelligence & Observability
• AI-Enabled Analytics Solutions
• Root Cause Analysis & Continuous Improvement
• Stakeholder Collaboration & Communication
• Customer Experience & Advisor Experience Measurement

Preferences:

• 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.

Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play - such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!

LPL Financial Holdings Inc. (Nasdaq: LPLA) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor-mediated marketplace(6) , LPL supports over 32,000 financial advisors and the wealth management practices of approximately 1,100 financial institutions, servicing and custodying approximately $2.3 trillion in brokerage and advisory assets on behalf of approximately 8 million Americans. The firm provides a wide range of advisor affiliation models, investment solutions, fintech tools and practice management services, ensuring that advisors and institutions have the flexibility to choose the business model, services, and technology resources they need to run thriving businesses. For further information about LPL, please visit www.lpl.com. At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.