Senior Analyst

Job Description

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.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

• 5+ years of experience in data/reporting support, analytics, or BI roles
• Hands‑on experience with NICE CXone (reporting/analytics)
• Experience with BI tools (Power BI, Tableau, or similar)
• Strong SQL and data querying skills (intermediate to advanced)
• Experience supporting contact center platforms or analytics environments
• Familiarity with ITSM processes (Incident, Problem, Change Management)
• Bachelor’s degree in Information Systems, Data Analytics, Computer Science, or related field (or equivalent experience)
• Experience with Databricks
• NICE CXone certifications (reporting, analytics, or admin)
• Data/BI certifications (Power BI, Tableau, etc.)
• ITIL Foundation or higher
• Cloud certifications (AWS, Azure)