Senior Data Reporting Analyst

About the Organization

Our organization is a leading integrated healthcare provider committed to delivering exceptional care through innovative technology and data-driven solutions. Supporting millions of members and healthcare professionals, the organization is investing in modern cloud contact center technologies to improve customer experiences, operational efficiency, and enterprise decision-making. This role is part of a strategic initiative focused on enhancing reporting, analytics, and performance visibility across enterprise contact center platforms.

Position Summary

The Senior Data Reporting Analyst is responsible for supporting, maintaining, and enhancing reporting, analytics, and data capabilities across enterprise contact center platforms, with a strong focus on NICE CXone and related technologies. This role serves as a key technical resource for reporting solutions, data quality initiatives, and operational analytics, ensuring business stakeholders receive accurate, timely, and actionable insights.

The ideal candidate will collaborate closely with operations, engineering, and business teams to translate reporting requirements into scalable solutions while driving incident resolution, performing root cause analysis, and continuously improving reporting frameworks and data pipelines.

Key Responsibilities

• Develop, maintain, and optimize reporting and analytics solutions for NICE CXone and enterprise contact center platforms.

• Design and deliver operational dashboards, performance metrics, and executive reports.

• Ensure data accuracy, integrity, and consistency across reporting environments.

• Analyze reporting issues, identify root causes, and implement long-term corrective actions.

• Partner with business stakeholders to gather requirements and translate them into scalable reporting solutions.

• Support ACD reporting, telephony metrics, call flow analytics, and contact center performance reporting.

• Lead troubleshooting efforts for reporting, data, and system-related issues while serving as an escalation point for complex incidents.

• Provide first-, second-, and third-level technical support for reporting and analytics solutions.

• Maintain technical documentation, reporting standards, and knowledge repositories.

• Monitor reporting performance, system availability, and capacity while recommending continuous improvements.

• Collaborate with vendors and cross-functional teams on reporting enhancements and enterprise initiatives.

• Mentor junior analysts and provide technical guidance on reporting best practices.

• Support enterprise projects by developing reporting strategies aligned with business objectives.

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, Business, Healthcare, Information Systems, or a related field (or equivalent professional experience).

• Minimum of 8 years of experience in IT support, reporting, analytics, or operations environments.

• Minimum of 4 years supporting enterprise network, telephony, or contact center platforms.

• Minimum of 2 years in a technical leadership or team lead role.

• Strong experience with NICE CXone reporting, analytics, or contact center reporting platforms.

• Experience developing dashboards, operational reports, and performance metrics.

• Strong analytical and problem-solving skills with experience performing root cause analysis.

• Experience supporting enterprise reporting solutions in high-availability production environments.

• Excellent communication and stakeholder management skills.

Preferred Qualifications

• Experience with contact center reporting, ACD reporting, IVR analytics, and workforce performance metrics.

• Knowledge of SQL, Power BI, Tableau, or other business intelligence tools.

• Familiarity with telephony platforms, VoIP technologies, and contact center integrations.

• Experience working in Agile, DevOps, or ITIL environments.

• Previous healthcare or large enterprise experience is preferred.

Employment Details

• Job Type: Full-Time

• Employment Status: Regular

• Work Arrangement: Onsite – Greensboro, NC

• Travel: None