Senior Data Reporting

Position Overview

The Senior Data Reporting Analyst will be responsible for supporting, maintaining, and enhancing data, reporting, and analytics capabilities across enterprise contact center platforms, with a strong focus on NICE CXone and related technologies.

This role will serve as a key technical resource for reporting issues, data quality initiatives, performance analytics, and contact center reporting. The successful candidate will work closely with operations, engineering, and business stakeholders to translate requirements into scalable reporting solutions and ensure that reporting is accurate, timely, and actionable.

The role also involves supporting ACD reporting, ACD call flows, network and telephony systems, VoIP technologies, and related infrastructure. The individual will be expected to troubleshoot complex technical issues, perform root cause analysis, coordinate with vendors, and contribute to continuous improvements across the environment.

Key Responsibilities

• Lead and support business-specific projects by applying strong technical and functional expertise.
• Develop work plans, coordinate resources, monitor progress, and ensure projects meet established priorities and deadlines.
• Support and enhance reporting capabilities across contact center platforms, particularly NICE CXone.
• Analyze reporting issues, data-quality concerns, and system alerts and determine appropriate resolutions.
• Provide first-, second-, and third-level technical support for complex and sensitive issues.
• Troubleshoot network, telephony, VoIP, ACD, and contact center reporting issues.
• Perform root cause analysis and coordinate resolution of complex technical problems.
• Support ACD reporting and call-flow requirements.
• Monitor key performance indicators related to performance, availability, capacity, and service quality.
• Partner with operations, engineering, business teams, and external vendors to resolve issues and deliver solutions.
• Serve as an escalation point and provide technical guidance and mentorship to junior team members.
• Develop, maintain, and improve standard operating procedures and technical documentation.
• Contribute to and maintain the technical knowledge repository.
• Provide guidance on documentation, installation, configuration, and support procedures for new technologies.
• Identify opportunities to improve reporting frameworks, processes, and data pipelines.
• Communicate technical information clearly to both technical and business stakeholders.
• Support vendor management and participate in enterprise-level technology initiatives.
• Ensure adherence to established standards, procedures, and organizational policies.

Required Qualifications

• Minimum 4 years of experience supporting network and/or telephony systems and users.
• Minimum 2 years of experience in a leadership capacity working with IT or operational teams.
• Bachelor's degree in Computer Science, Engineering, Business, Healthcare, Social Science, Education, or a related field.
• Minimum 8 years of IT experience in a support or operations environment.
• Equivalent professional experience may be considered in place of the degree requirement.

Preferred Experience

• Hands-on experience with NICE CXone or similar cloud contact center platforms.
• Strong experience with ACD reporting and contact center analytics.
• Experience supporting VoIP, telephony, and network infrastructure.
• Experience with contact center call flows and telephony metrics.
• Experience troubleshooting complex enterprise technology environments.
• Experience working with vendors and cross-functional technical teams.
• Strong analytical, problem-solving, and root cause analysis skills.
• Experience developing technical documentation, procedures, and knowledge repositories.
• Ability to mentor junior technical staff and serve as a senior escalation resource.