Senior Data Reporting Analyst, NICE CXone

Cephas Consultancy Services Private Limited

United States, North Carolina, Greensboro

On-site · Full-time

Senior Data Reporting Analyst, NICE CXone

Location: Greensboro, North Carolina, United States

Job Type: Permanent

Job Level: Individual Contributor

Overview

This role supports, maintains, and enhances data, reporting, and analytics capabilities across enterprise contact center platforms, with a strong focus on NICE CXone and related tools. The Senior Data Reporting Analyst serves as a key technical resource for reporting issues, data-quality initiatives, and performance analytics, helping ensure insights are accurate, timely, and actionable for operations, leadership, and regulatory needs.

Key Responsibilities

  • Lead the configuration, installation, and support of network and telephony hardware, software, and VoIP systems.
  • Lead ACD reporting, ACD call-flow support, vendor management, projects, and consultation.
  • Manage network and telephony infrastructure in accordance with established standards and procedures.
  • Use enterprise toolsets to support LAN/WAN capacity reporting and telephony metrics.
  • Conduct or oversee business-specific projects and develop work plans to meet business priorities and deadlines.
  • Provide first-, second-, and third-level support to resolve complex and sensitive issues.
  • Serve as an escalation point and mentor for junior staff.
  • Perform root-cause analysis and drive incident resolution.
  • Contribute to and maintain a knowledge repository for complex technical support.
  • Partner with operations, engineering, and business stakeholders to translate requirements into scalable reporting solutions.

Qualifications

  • At least 4 years of experience supporting network and telephony systems and users.
  • At least 2 years of leadership experience working with IT or operational teams.
  • Bachelor's degree in Computer Science, Engineering, Business, or a related field, plus at least 8 years of IT experience in a support or operations environment. Equivalent work experience may be substituted for the degree.
  • Strong knowledge of network and telephony hardware, software features, and components.

Additional Details

  • No travel required.