Senior Data Reporting Analyst (NICE CXone)

Senior Data Reporting Analyst (NICE CXone)

Location: Greensboro, North Carolina, United States
Job ID: CLI-45688-5
Employment Type: Permanent / Regular
Job Level: Individual Contributor
Travel: None

Role Overview

This role supports, maintains, and enhances enterprise contact center data, reporting, and analytics capabilities, with a primary focus on NICE CXone and related tools. The Senior Data Reporting Analyst serves as a technical resource for reporting issues, data quality initiatives, performance analytics, incident resolution, root-cause analysis, and the continuous improvement of reporting frameworks and data pipelines.

The role partners with operations, engineering, and business stakeholders to translate requirements into scalable reporting solutions that provide accurate, timely, and actionable insights for operational, leadership, and regulatory needs.

Key Responsibilities

• Lead ACD reporting, ACD call-flow activities, vendor coordination, project work, and technical consultation.
• Support and resolve complex network and telephony infrastructure issues affecting voice and data systems.
• Use enterprise tools for LAN/WAN capacity reporting and telephony metrics.
• Conduct and oversee business-specific projects using subject-matter expertise.
• Develop work plans, coordinate resources, manage deadlines, monitor progress, and escalate risks or issues as appropriate.
• Partner with internal and external stakeholders to support effective business decisions and deliver reporting solutions.
• Develop and maintain standard operating procedures.
• Analyze, prioritize, and respond to incoming service requests and alerts.
• Provide first-, second-, and third-level support for complex and sensitive product and application issues.
• Serve as an escalation point and mentor for junior team members.
• Guide documentation practices and contribute to the technical knowledge repository.
• Facilitate troubleshooting with lower-level support teams to identify and resolve underlying issues.
• Provide guidance related to key performance indicators, including performance, availability, and capacity.
• Compile documentation related to procedures, installations, configurations, and new technologies.
• Build effective cross-functional relationships, communicate technical information clearly, and provide advice to advance projects.
• Provide feedback, support team development, and adapt to changing priorities and responsibilities.

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, Social Science, Education, Business, Health Care, or a related field.
• At least 8 years of IT experience in a support or operations environment.
• Equivalent work experience may be substituted for the degree requirement.
• Strong expertise in network and telephony hardware and software, VoIP, ACD reporting, call flows, capacity reporting, telephony metrics, troubleshooting, vendor coordination, and technical documentation.