Senior IT Support Engineer

Job Description

Data & Reporting Support Engineer

Job Summary

This role is responsible for supporting, maintaining, and optimizing data, reporting, and analytics capabilities across enterprise contact center platforms, including NICE CXone and related reporting, analytics, and data integration tools. The Data & Reporting Support Engineer acts as the primary technical resource for reporting issues, data quality concerns, and performance analytics, ensuring accurate, timely, and actionable insights for operations, leadership, and regulatory reporting.

This role partners closely with operations, engineering, and business stakeholders to translate operational needs into reliable reporting solutions, while also supporting incident resolution, root cause analysis, and continuous improvement of data pipelines and reporting frameworks.

Responsibilities

• Support, maintain, and optimize reporting and analytics capabilities across enterprise contact center platforms.

• Serve as the primary technical contact for reporting issues, data quality concerns, and performance analytics.

• Ensure accuracy, timeliness, and usability of data for operational, leadership, and regulatory reporting.

• Collaborate with operations, engineering, and business stakeholders to translate requirements into reporting solutions.

• Support incident resolution, root cause analysis, and continuous improvement of data pipelines and reporting frameworks.

• Troubleshoot data integration, ETL, and API-related issues impacting reporting and analytics.

• Support both real-time and historical reporting needs for contact center operations.

• Analyze trends and convert data into actionable operational insights and recommendations.

Requirements

• Bachelor s degree in Information Systems, Data Analytics, Computer Science, or a related field, or equivalent experience.

• 5 8+ years of experience in data/reporting support, analytics, or business intelligence roles.

• Experience supporting contact center platforms or analytics environments.

• Strong understanding of data structures, reporting logic, and KPI frameworks.

• Experience with ITSM processes, including Incident, Problem, and Change Management.

• Ability to analyze data trends and translate findings into operational insights.

• Experience supporting real-time and historical reporting requirements.

Skills

• Proficiency with NICE CXone reporting and analytics tools (e.G., Interaction Analytics, Performance Management).

• Experience with business intelligence tools such as Power BI, Tableau, or equivalent.

• Knowledge of contact center reporting tools, dashboards, and omnichannel reporting (voice, chat, digital).

• Intermediate to advanced SQL and data querying skills.

• Understanding of data pipeline troubleshooting and ETL concepts.

• Experience with API integrations and data exchange troubleshooting.

• Familiarity with cloud-based data environments and SaaS platforms.

• Knowledge of contact center KPIs such as AHT, SLA, occupancy, and adherence.

Summary Qualification

• Relevant bachelor s degree or equivalent practical experience.

• 5 8+ years in data/reporting support, analytics, or BI functions.

• Hands-on experience with contact center platforms and reporting environments.

• Demonstrated ability to ensure data quality and deliver accurate, timely reports.

• Proven experience collaborating with cross-functional stakeholders to meet reporting needs.

• Familiarity with ITSM processes and best practices.

Certifications (Preferred)

• NICE CXone certifications in reporting, analytics, or administration.

• Data/BI certifications such as Power BI, Tableau, or equivalent.

• ITIL Foundation or higher.

• Cloud certifications (AWS, Azure, or equivalent).

Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based of one s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer.

We participate in E-Verify to confirm one s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.