Senior Telephony Engineer - Nice CXone - Quality / Reporting

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., 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.

• 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., * VoIP / Telephony: 8 years (Required)
• Nice CXone: 2 years (Required)
• ACD / Quality and Reporting: 2 years (Required)
• configuration, installation : 5 years (Required)

Work Location: Hybrid remote in Greensboro, NC 27401

Pulled from the full job description

• Tuition reimbursement
• Parental leave
• 401(k)
• Retirement plan
• Dental insurance
• Relocation assistance
• Employee assistance program, * 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Parental leave
• Relocation assistance
• Retirement plan
• Tuition reimbursement