Senior Data Reporting Analyst, NICE CXone (Greensboro, NC)

Essential Responsibilities

• Counsels and mentors junior staff.
• Provides guidance on how to track and develop documentation.
• Applies deep technical expertise to resolve complex problems.
• Contributes to and maintains the knowledge repository for highly complex technical support.
• Facilitates troubleshooting efforts in conjunction with lower level support to identify problems.
• Provides guidance to meet key performance indicators (e.g., performance, availability, capacity).
• Compiles information (e.g., procedures, installation, configuration) related to new technology.

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. Additional equivalent work experience may be substituted for the degree requirement.
• Four (4) years experience configuring, implementing, and supporting VOIP platforms or systems.
• Four (4) years experience working with CISCO VOIP.