[Remote] Senior CXOne Administrator

Note: The job is a remote job and is open to candidates in USA. Simpliigence is seeking a Senior CXOne Administrator to own and evolve the NICE CXOne platform supporting contact center operations. The role administers telephony and workforce management systems, develops IVR flows and integrations, ensures PCI and HIPAA compliance, leads incident response, manages the NICE vendor relationship, and mentors junior team members.

Responsibilities

• Administer and support the NICE CXOne platform end to end — ACD, IVR (Studio), WFM, and reporting/dashboards
• Design, build, and maintain IVR call flows and routing logic to support evolving business requirements
• Build and support API integrations (REST/SOAP) and SQL-based reporting between CXOne and adjacent systems
• Own integrations with Salesforce, ServiceNow, and Omilia (or similar conversational AI/voicebot platforms)
• Ensure the platform meets PCI and HIPAA compliance requirements, including audits and controls
• Lead incident response and root-cause analysis for platform issues, including production outages
• Manage the vendor relationship with NICE — support tickets, SLAs, and escalations
• Partner with operations, compliance, and business stakeholders as a subject-matter expert on the platform
• Mentor junior team members and communicate technical issues clearly to non-technical audiences

Skills

• 3–5+ years of hands-on administration experience with NICE CXOne / inContact (or a comparable CCaaS platform)
• Strong experience building and troubleshooting IVR flows, ACD routing, and WFM configuration
• Working proficiency in REST/SOAP APIs and SQL for integration and reporting work
• Experience integrating contact center platforms with CRM/ITSM tools such as Salesforce or ServiceNow
• Familiarity with compliance frameworks such as PCI-DSS and HIPAA, ideally within financial services or another regulated industry
• Strong incident-response instincts and the ability to stay composed during production-impacting issues
• Excellent client-facing communication skills and a collaborative, mentoring mindset
• NICE CXOne certification
• CCNA
• ITIL certification
• Prior experience in a financial services contact center environment

Benefits

• Remote work in the United States or Canada

Company Overview

Simpliigence is an IT consulting company that offers marketing cloud, rpa, CRM, and advisory services. It was founded in 2019, and is headquartered in Monroe Township, New Jersey, USA, with a workforce of 51-200 employees. Its website is https://simpliigence.com.

Company H1B Sponsorship

Simpliigence has a track record of offering H1B sponsorships, with 2 in 2026, 9 in 2025, 7 in 2024, 14 in 2023, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role.