Senior IT Systems Analyst
Senior IT Systems Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
CCaaS (NICE CXone) AdministratorOverview
We are seeking a highly skilled CCaaS (NICE CXone) Administrator to lead the implementation configuration and ongoing operational support of NICE CXone mPower components. This role will be responsible for system setup stakeholder coordination documentation training and collaboration with operations and offshore support. The ideal candidate will have extensive experience with CCaaS platforms particularly NICE CXone and a proven track record of successful implementations and ongoing support.
ResponsibilitiesLead the implementation and configuration of all NICE CXone mPower components including Quality Management (QM) Workforce Management (WFM) Performance Management Interaction Analytics Real-Time Interaction Guidance Enlighten Auto Summary Customer Survey and Omnichannel Chat & Email.
Collaborate with internal stakeholders including Operations IT and User Support teams to ensure seamless integration and adoption of the platform.
Establish structure governance and documentation for all mPower components.
Provide training and support to internal resources ensuring consistent understanding and utilization of the tools.
Liaise with NICE TAM and external partners to resolve issues and optimize platform performance.
Oversee any offshore/technical support ensuring alignment with implementation goals and timelines.
Proactively assess system performance and analyze call center metrics to identify areas for improvement.
Identify opportunities for additional coaching and support for operations managers based on call center metrics and reporting.
Recommend improvements in staffing approaches system use and best practices.
Monitor and report on implementation progress identifying and addressing any challenges or roadblocks.
Monitor and report on implementation progress identifying and addressing any challenges or roadblocks.
Qualifications5 years of experience with CCaaS platforms particularly NICE CXone.
Proven track record of successful implementations and configurations of contact center solutions.
Strong understanding of contact center operations including WFM QM and performance management.
Excellent project management and stakeholder coordination skills.
Ability to create and maintain detailed documentation and training materials.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Employment Type
Full-time
