Job Title: NICE CXone Support Analyst (CCaaS Support)
Location: Malvern, PA / Remote
Duration: Contract Position
Job Description
We are looking for an
Application Support Analyst III
to support and maintain its Contact Center platform. The ideal candidate will have experience with
NICE CXone
or similar contact center technologies and be comfortable troubleshooting issues, supporting users, and making updates to call flows and system configurations.
Responsibilities
Provide Tier 2 support for contact center applications and user issues.
Administer and maintain the NICE CXone platform.
Configure users, teams, skills, campaigns, dispositions, and call settings.
Update and maintain call flows using NICE CXone Studio.
Troubleshoot voice, chat, email, and SMS channel issues.
Work with IT teams and business users to resolve technical problems.
Create and update knowledge base articles and support documentation.
Monitor contact center performance and help improve operations.
Support integrations with systems such as Salesforce, ServiceNow, and Epic.
Required Skills
2+ years of experience supporting NICE CXone or similar Contact Center/CCaaS platforms.
Experience with platform administration and user support.
Knowledge of NICE CXone Studio or call flow management.
Strong troubleshooting and problem-solving skills.
Good communication and teamwork skills.
Preferred Skills
Experience with NICE products such as WFM, Quality Management, Interaction Analytics, or Dialer solutions.
Familiarity with Salesforce, ServiceNow, or Epic.
NICE CXone certifications are a plus.
Education
Associate Degree or equivalent work experience.