As the CX ONE System Administrator, you will own the day-to-day operational administration of our call center platform. You will be responsible for system configuration based on best practices and business requirements, provide specialized expertise around products and implementation, and analyze performance metrics. 

In addition, you will be tasked with the full collaboration of working with the implementation team of a CCaaS solution from end to end. You will be responsible for the technical design and management of the tool’s programing. You will document and compile design details clearly and accurately for client use. You will be presented with the opportunity to tackle a variety of complex business problems daily and work with Contact Center Management to lead CCaaS related initiatives and drive performance analytics. 

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