CCaaS Analyst - NICE CXone
We are seeking a CCaaS Analyst to support the administration, optimization, and Tier 2 support of enterprise contact center solutions. The role will focus on NICE CXone administration, Studio development, troubleshooting, and continuous improvement while partnering with technical and business teams.
Key Responsibilities
Provide Tier 2 technical support and resolve escalated contact center incidents.
Administer NICE CXone, including users, skills, campaigns, teams, dispositions, and ACW settings.
Use NICE CXone Studio to modify and enhance existing call flows and routing for voice, chat, email, and SMS.
Troubleshoot platform issues and collaborate with IT, project teams, and business stakeholders.
Create and maintain knowledge base documentation to improve Tier 1 support and reduce recurring issues.
Monitor contact center KPIs and performance metrics and identify opportunities for optimization.
Support CCaaS integrations with Salesforce, ServiceNow, and Epic.
Required Qualifications
5 years of experience administering and supporting NICE CXone or similar CCaaS/contact center platforms.
Hands-on NICE CXone administration and Studio development experience strongly preferred.
Strong troubleshooting, communication, collaboration, and customer-service skills.
Experience documenting technical solutions and supporting/mentoring Tier 1 teams.
Ability to analyze contact center metrics and identify operational improvements.
Experience with .
NICE CXone certification or related contact center technology certification.