Senior Data Reporting Analyst — CXone Analytics Lead

Cephas Consultancy Services Private Limited

Greensboro (NC)

On-site

USD 90,000 - 120,000

Full time

14 days+

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Job summary

Cephas Consultancy Services Private Limited in Greensboro, NC seeks a Sr Data Reporting Analyst to enhance data, reporting, and analytics across enterprise contact center platforms, with emphasis on NICE CXone. The role partners with operations, engineering, and business stakeholders to translate requirements into scalable reporting solutions.

The Senior Reporting Analyst will lead incident resolution, root cause analysis, and data pipelines improvements while overseeing network/telephony

Qualifications

Minimum four (4) years experience in network/telephony system and user support.
Minimum two (2) years in a leadership role working with IT or operational teams.
Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum eight (8) years IT experience in a support or operations environment.

Responsibilities

Lead configuration, installation and support of network/telephony hardware, software, and VoIP systems.
Lead ACD reporting, ACD call flow, vendor management, projects, and consultation.
Provide first, second, and third level support to resolve complex problems with products and applications.
Mentor junior staff and guide documentation development.
Ensure adherence to standard operating procedures and track KPIs.