Senior Data Reporting Analyst (NICE CXone)

Location: Greensboro NC (100% Onsite)

Industry: Healthcare

Employment Type: Full-time / Standard

Job Level: Individual Contributor

Compensation: $109400 $160700 / year Annual Incentive

Relocation / Visa Sponsorship: Not Available

Role Summary

The Senior Data Reporting Analyst plays a vital role in supporting maintaining and elevating data reporting and analytics capabilities across enterprise contact center platforms with a strong core focus on NICE CXone.

In addition to driving contact center performance analytics and reporting frameworks this role leads the configuration installation and support of network telephony VoIP systems and Automatic Call Distribution (ACD) workflows. Serving as a senior technical escalation point you will bridge the gap between IT network/telephony operations and business stakeholdersensuring contact center data is accurate reliable and actionable for leadership and regulatory needs.

Key Responsibilities

Contact Center Data Reporting & Analytics

• Maintain enhance and scale enterprise reporting and analytics across contact center platforms emphasizing NICE CXone.
• Partner with operations engineering and business teams to translate complex requirements into scalable reporting solutions and dashboards.
• Ensure high data quality and accuracy across all ACD reporting telephony metrics and performance pipelines.
• Conduct root cause analysis and resolve complex data and reporting issues.

Telephony & Network Infrastructure Leadership

• Lead the configuration setup and support of network/telephony hardware software VoIP and ACD call flows.
• Monitor and evaluate LAN/WAN capacity reports telephony metrics and infrastructure health against standard operating procedures.
• Manage vendor relationships and direct external technical resources to support network and telephony systems.
• Lead complex troubleshooting efforts identifying and resolving hardware software voice and data issues.

Cross-Functional Leadership & Support

• Serve as a Tier 13 technical escalation point and mentor for junior team members and support staff.
• Facilitate business-specific projects by creating work plans coordinating resources and managing technical risks.
• Contribute to and expand the enterprise technical knowledge repository and documentation standards.
• Ensure high operational availability capacity and performance aligned with key performance indicators (KPIs).

Qualifications & Requirements

Minimum Qualifications

• Experience:
  • Minimum 8 years of IT experience in a support or operations environment (11 years required if without a Bachelors degree).
  • Minimum 4 years of hands-on experience in network/telephony system and user support.
  • Minimum 2 years in a leadership or lead role working directly with IT or operational teams.
• Core Technology Expertise: Hands-on experience with NICE CXone contact center solutions and ACD systems.
• Education: Bachelors degree in Computer Science Engineering Business Healthcare or a related field (or equivalent work experience substituted year-for-year).

Core Competencies & Technical Skills

• Must-Have: Deep experience with NICE CXone configuration reporting and analytics.
• Strong domain experience in networking and telephony systems (VoIP ACD call flows LAN/WAN metrics).
• Proven capability in Tier 3 incident resolution root cause analysis and complex vendor oversight.
• Outstanding cross-functional communication and stakeholder management skills within a healthcare setting.