NICE CXone Data Reporting Lead – Telephony Analytics

Bright Vision Technologies

Greensboro (NC)

On-site

USD 109,400 - 160,700

Full time

14 days+

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Job summary

Bright Vision Technologies is seeking a Senior Data Reporting Analyst with NICE CXone experience to join our Greensboro team. You will support enterprise contact center reporting, analyze data, and collaborate with IT, operations, engineering, vendors, and business teams.

The role emphasizes troubleshooting, data quality improvements, escalation support, and mentoring junior staff, with onsite work in Greensboro and a salary range reflecting earlier details.

Qualifications

NICE CXone experience required.
4+ years of network/telephony system and user support experience.
2+ years in a leadership role supporting IT or operational teams.
8+ years of IT experience in a support or operations environment.
Bachelor's degree preferred; equivalent experience may substitute.
11+ years of experience required if no degree.

Responsibilities

Support NICE CXone, ACD reporting, call flows, and telephony metrics.
Troubleshoot complex network, telephony, VoIP, and application issues.
Analyze reporting and performance data and support data quality initiatives.
Perform root cause analysis and drive process improvements.
Serve as a technical escalation point and mentor junior staff.
Support technical projects, vendors, documentation, and standard procedures.

Skills

NICE CXone

Network/telephony

Leadership

IT support/operations

Education

Bachelor's degree

Tools

NICE CXone

ACD reporting

VoIP

Job description

The role emphasizes troubleshooting, data quality improvements, escalation support, and mentoring junior staff, with onsite work in Greensboro and a salary range reflecting earlier details.

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