Sr. Data Reporting Analyst| 8+ years exp required

Inabia Software & Consulting Inc.; Greensboro (NC); Hybrid; USD 109,000 - 161,000; Full time

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.

Skills

Leadership experience

IT support experience

Analytical skills

Root cause analysis

Education

Bachelor's degree in Computer Science, Engineering, Business, Healthcare, Social Science, Education, or related field

Tools

NICE CXone

Job description

Role: Sr. Data Reporting Analyst-NICE CXone
Location: Greensboro, NC
Work Model: Hybrid – 3 days onsite per week
Duration: Permanent
Industry: Healthcare
Salary:$109,400- $160,700
Visa Type Accepted: Only GC and USC

About the Organization

Our client is a leading healthcare organization committed to improving the health and well-being of the communities it serves. The organization operates a large, technology-driven environment with complex healthcare, customer service, contact center, and enterprise IT operations.
As part of its continued investment in digital capabilities and operational excellence, the organization is seeking an experiencedSenior Data Reporting Analystto support its enterprise contact center technology and reporting environment.

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 CXoneand 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.
This role also involves supportingACD 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, particularlyNICE 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

• Minimum4 years of experiencesupporting network and/or telephony systems and users.
• Minimum2 years of experience in a leadership capacityworking with IT or operational teams.
• Bachelor’s degree in Computer Science, Engineering, Business, Healthcare, Social Science, Education, or a related field.
• Minimum8 years of IT experiencein a support or operations environment.
• Equivalent professional experience may be considered in place of the degree requirement.

Preferred Experience

• Hands-on experience withNICE CXoneor similar cloud contact center platforms.
• Strong experience withACD reportingand contact center analytics.
• Experience supportingVoIP, telephony,and network infrastructure.
• Experience withcontact 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.