Senior Data Reporting Analyst Contact Center Systems & NICE CXone Lead

Job Description

Job Description

Position Overview:

• We are seeking an Senior Data Reporting Analyst Contact Center Systems & NICE CXone Lead to serve as the primary technical authority for our enterprise telephony infrastructure and NICE CXone analytics ecosystem. Offering a competitive compensation band of $109,400 $160,700/yr, this role is designed for a senior technical professional who bridges the gap between complex voice/data architecture and high-level executive reporting.
• In this role, you will hold dual ownership across advanced contact center analytics and core telecommunications infrastructure. You will ensure data quality, optimize automated reporting pipelines, and deliver actionable insights for operations, leadership, and regulatory needs. Simultaneously, you will lead network and telephony infrastructure management, overseeing VoIP systems, ACD configurations, and vendor partnerships while maintaining stringent operational standards.

Core Responsibilities:

• Partner closely with operations, engineering, and business stakeholders to translate requirements into scalable data and reporting solutions.
• Serve as a key technical resource for data quality initiatives, ensuring insights are accurate, actionable, and delivered efficiently.
• Lead the configuration, installation, and ongoing support of network and telephony hardware, software, and VoIP systems.
• Manage ACD reporting, ACD call flows, and enterprise toolsets focused on LAN/WAN capacity and telephony metrics.
• Drive incident resolution and root cause analysis, while continuously improving reporting frameworks and automated data pipelines.
• Oversee vendor relationships and collaborate internally and externally to make effective business decisions and resolve complex voice and data infrastructure issues.
• Conduct and oversee business-specific projects by developing rigorous work plans, delegating resources, and evaluating recommendations to meet organizational deadlines.
• Provide first, second, and third-level technical support to address difficult, complex, and sensitive product or application problems.
• Mentor junior team members, promote cross-functional learning, and serve as the primary escalation point for troubleshooting and technical guidance.
• Develop, compile, and maintain standard operating procedures, documentation, and a centralized knowledge repository for new technologies and highly complex support frameworks.
• Analyze and prioritize incoming requests and alerts to ensure the operational environment meets key performance indicators for system availability, performance, and capacity.

Required Qualifications:

• Minimum of four years of proven experience providing network and telephony system support.
• Minimum of two years in a leadership capacity working closely with IT or operational teams.
• Bachelor's degree in Computer Science, Engineering, Business, Health Care, or a related field; alternatively, a minimum of eight years of equivalent IT experience in a support or operations environment may be substituted.
• Demonstrated, hands-on expertise with NICE CXone platforms.