Nice CXOne System Admin

Roles & Responsibilities:

· Assist with implementation, and management of the CCaaS system, ensuring that Service and peripherals are optimally configured to match business processes and meet business needs

· Manage Contact Center Software and tools efficiently (i.e. CX ONE User Hub, ACD, IVR, Performance Management)

· Become an SME (subject matter expert) in products, processes, and systems

· Own technical configuration of the system as required

· Analyze IVR routing to ensure proper destination and outcomes

· Provide business analysis, business area assessment, the user needs analysis

· Regularly review dashboard reporting and performance management for consistency and clarity

· Ensure managerial users are able to access, utilize, and comprehend platform tools including Performance Management, Quality Management, and Interaction Analytics

· Identify campaign process and performance gaps and collaborate with center management to develop action plans based on findings

· Work cross-functionally with call center management to evaluate KPIs and performance at the team and individual level

· Troubleshoot issues and outages and submit support cases as needed

· Communicate new/revised processes and changes to the team; ensure understanding of information and implementation of process/changes

Skills/Qualifications:

· Bachelor’s Degree in Management Information Systems, Information Technology, Computer Science or Business Administration

· 5+ years of experience delivering solutions using a CCaaS platform.

· Experience implementing or integrating with CRMs and/or Contact Center Solutions

· Familiarity using APIs and understanding their operation

· Experience with NICE in Contact required

· Experience with Studio Scripting Tool required

· Knowledge of contact center technology (Automatic Call Distribution [ACD], Interactive Voice Response [IVR], Quality Management [QM]) tools