Senior Data Reporting Analyst, NICE CXone (Greensboro, NC)

Senior Data Reporting Analyst, NICE CXone

Position Title

Senior Data Reporting Analyst, NICE CXone

Compensation

• Salary: $109,400 - $160,700/year
• Employment Type: Permanent
• Work Type: Onsite

Benefits

Benefits information not provided in job description

Company Overview

Healthcare organization utilizing enterprise contact center platforms, with a focus on NICE CXone and related tools. The company operates with a strong emphasis on data quality, analytics, and performance reporting to support operations, leadership, and regulatory needs.

Position Summary

This role is responsible for supporting, maintaining, and enhancing data, reporting, and analytics capabilities across enterprise contact center platforms. The Senior Reporting Analyst serves as a key technical resource for reporting issues, data quality initiatives, and performance analytics—ensuring insights are accurate, timely, and actionable. The position leads configuration, installation, and support of network/telephony hardware, software, and VoIP systems, while managing ACD reporting, vendor relationships, and complex enterprise infrastructure projects.

Must-Haves

• Deep expertise in data reporting and analytics
• Strong knowledge of NICE CXone platform
• Experience with network and telephony infrastructure
• Working knowledge of enterprise toolsets for LAN/WAN capacity reports
• Knowledge of telephony metrics and network/telephony hardware and software
• Ability to conduct root cause analysis
• Project management and vendor management experience

Primary Functions

• Support, maintain, and enhance data, reporting, and analytics capabilities across contact center platforms
• Serve as technical resource for reporting issues and data quality initiatives
• Partner with operations, engineering, and business stakeholders to translate requirements into scalable reporting solutions
• Drive incident resolution and perform root cause analysis
• Continuously improve reporting frameworks and data pipelines
• Lead configuration, installation, and support of network/telephony hardware, software, and VoIP systems
• Oversee ACD reporting, ACD call flow, and vendor management
• Identify and lead resolution of network/telephony hardware and software issues
• Conduct or oversee business-specific projects applying deep expertise
• Develop work plans to meet business priorities and deadlines
• Monitor progress and results while recognizing improvement opportunities

Required Skills

• Advanced data reporting and analytics expertise
• Technical proficiency with NICE CXone platform
• Network and telephony infrastructure management
• Problem-solving and complex issue resolution
• Project management and coordination
• Vendor management and stakeholder communication
• Root cause analysis capabilities
• Self-leadership and ability to promote learning in others
• Cross-functional collaboration and relationship building
• Adaptability to competing demands and new responsibilities
• Performance feedback and coaching capabilities

Location: Greensboro, NC

Category: Healthcare