This role is responsible for supporting, maintaining, and enhancing data, reporting, and analytics capabilities across enterprise contact center platforms, with a strong focus on NICE CXone and related tools. The Senior Reporting Analyst will serve as a key technical resource for reporting issues, data quality initiatives, and performance analytics-ensuring insights are accurate, timely, and actionable for operations, leadership, and regulatory needs. This individual partners closely with operations, engineering, and business stakeholders to translate requirements into scalable reporting solutions, while also driving incident resolution, performing root cause analysis, and continuously improving reporting frameworks and data pipelines.
Job Summary:
In addition to the responsibilities listed below, this position is responsible for leading configuration, installation and support of network/telephony hardware, software, and VoIP systems . The position will also lead ACD reporting, ACD call flow, vendor management, projects, and consultation, including resolving complex problems while managing the Network and Telephony infrastructure and environment following established standards and procedures. This also includes leveraging a working knowledge of enterprise toolsets focused on LAN/WAN capacity reports and Telephony Metrics, and knowledge of features and components of Network and Telephony Hardware and software. Some of the unique challenges this position will face include identifying and leading resolution of network/telephony hardware and software for voice and data issues, oversight of activities and vendors, and facilitating and consulting on complex enterprise issues.
Essential Responsibilities:
- Conducts or oversees business-specific projects by applying deep expertise in subject area; promoting adherence to all procedures and policies; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating issues or risks, as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities; evaluating recommendations made; and influencing the completion of project tasks by others.
- Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; listening and responding to, seeking, and addressing performance feedback; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members; creating and executing plans to capitalize on strengths and improve opportunity areas; and adapting to and learning from change, difficulties, and feedback.
- Follows and develops standard operating procedures.
- Analyzes and prioritizes incoming requests and alerts.
- Provides first, second, and third level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
- Serves as an escalation point and mentor for 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.
Minimum 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.
- Bachelors 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.