Senior NICE CXone Technical Analyst – Contact Center & Reporting

About the Role

We are seeking a Senior Data Reporting Analyst with experience in NICE CXone, network/telephony systems, ACD reporting, and VoIP. This role will support enterprise contact center reporting and analytics, troubleshoot complex technical issues, improve data quality, and partner with IT, operations, engineering, vendors, and business teams.

Responsibilities

• Support NICE CXone, ACD reporting, call flows, and telephony metrics
• Troubleshoot complex network, telephony, VoIP, and application issues
liAnalyze reporting and performance data and support data quality initiatives
• Perform root cause analysis and drive process improvements
• Serve as a technical escalation point and mentor junior staff
• Support technical projects, vendors, documentation, and standard procedures

Qualifications

• NICE CXone experience required
• 4+ years of network/telephony system and user support experience
• 2+ years in a leadership role supporting IT or operational teams
• 8+ years of IT experience in a support or operations environment
• Bachelor's degree in a related field preferred; equivalent experience may substitute
• 11+ years of experience required if no degree

Pay

$109,400 – $160,700/year

Location: Greensboro, NC (Onsite)