Senior Data & Contact Center Analytics Lead

Veracity Software Inc; Greensboro (NC); On-site; USD 100,000 - 150,000; Full time

Job summary

Veracity Software Inc is seeking an experienced IT/telephony professional with deep NICE CXone expertise to lead contact center operations, reporting, and analytics. The role focuses on optimizing telephony workflows, KPI dashboards, and incident resolution to ensure reliable service delivery.

The ideal candidate combines hands-on technical skills with strong communication and stakeholder collaboration to drive improvements across IT support and operations in Greensboro, NC.

Qualifications

• 8+ years in IT support or operations (11+ years if no degree).
• 4+ years network/telephony system support.
• 2+ years leadership or mentoring experience.
• Hands-on NICE CXone (NICE inContact) experience.
• Experience with contact center reporting, dashboards, KPI reporting.
• Knowledge of VoIP and telephony, incident/root-cause analysis.
• Strong communication and stakeholder collaboration skills.

Skills

NICE CXone

Contact center reporting

Telephony systems

Data analytics

Leadership

Stakeholder collaboration

VoIP knowledge

Incident resolution

Education

Bachelor's degree or equivalent experience

Job description

Veracity Software Inc is seeking an experienced IT/telephony professional with deep NICE CXone expertise to lead contact center operations, reporting, and analytics. The role focuses on optimizing telephony workflows, KPI dashboards, and incident resolution to ensure reliable service delivery.

The ideal candidate combines hands-on technical skills with strong communication and stakeholder collaboration to drive improvements across IT support and operations in Greensboro, NC.