Senior Data Reporting Analyst (NICE CXone) at Fox Point Recruitment LLC in Greensboro, North Carolina, United States

Job description

• 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 stakeholders—ensuring contact center data is accurate, reliable, and actionable for leadership and regulatory needs.

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 1–3 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).

Requirements

• Minimum 8 years of IT experience in a support or operations environment (11 years required if without a Bachelor's 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: Bachelor’s degree in Computer Science, Engineering, Business, Healthcare, or a related field (or equivalent work experience substituted year-for-year).
• 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.

Skills

Required

• NICE CXone
• ACD systems
• VoIP
• LAN/WAN metrics
• Network/telephony systems