Senior Data Reporting Analyst, NICE CXone Analytics

Inabia Software & Consulting Inc.

Greensboro (NC)

Hybrid

USD 109,000 - 161,000

Full time

14 days+

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Job summary

Inabia Software & Consulting Inc. in Greensboro, NC seeks a Senior Data Reporting Analyst to support and enhance data, reporting, and analytics across enterprise contact center platforms, with emphasis on NICE CXone.

You will translate requirements into scalable reporting solutions and ensure accuracy, timeliness, and actionability. The role involves collaborating with operations, engineering, and business stakeholders, troubleshooting complex issues, performing root-cause analysis, and

Qualifications

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

Responsibilities

Lead and support business-specific projects with strong technical and functional expertise.
Develop work plans, coordinate resources, monitor progress, meet deadlines.
Support and enhance reporting capabilities across contact center platforms, especially NICE CXone.
Analyze reporting issues, data-quality concerns, and system alerts; determine resolutions.
Provide first- to third-level technical support for complex issues.
Troubleshoot network, telephony, VoIP, ACD, and contact center reporting issues.
Monitor KPIs related to performance, availability, capacity, and service quality.
Collaborate with operations, engineering, and vendors to deliver solutions.
Mentor junior team members and develop SOPs and documentation.