Nice CX One

SUMMARY

Title: Contact Center Administrator

Department: IT Support Services

Grade:

Status:

Effective Date:

Section 1: Position Summary

The Contact Center Administrator is responsible for day-to-day operation and management of the Contact Center as a Service (CCaaS), NICE CXone call center environment, maintaining a disciplined and stable call center environment for associates to handle contacts, platform administration, support tickets, testing and production.  The Call Center Administrator is the CCaaS expert working with the business to support the call center modifications leveraging the NICE CXone platform and ancillary applications.

Section 2: Job Functions, Essential Duties and Responsibilities

Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.

The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always should be visible in your actions on a day-to-day basis showing your support of our organizational culture.

The Contact Center Administrator is a support position providing specialized expertise around NICE CXone products (ACD/IVR, WFM, Survey, etc.) and other contact center ecosystem topics including soft phones, call recordings, maintenance, and others.

This position will be responsible for both technical and business tasks including managing business expectations and satisfaction, configuring NICE CXone products based on best practices and business requirements, coordinating inter-departmental activities within NICE CXone users, tracking platform downtime and status within NICE CXone systems, platform requirements and other tasks as assigned related to NICE CXone needs.

This position is responsible for the internal support and administration of users, teams, skills, campaigns, consultative in all areas related to inContact implementation and deployment of technical and business solutions.

Provide troubleshooting and technical support for NICE CXone user community configuration and programming as required.

Interacts with user community to provide and process information in response to inquiries, concerns and requests about products and services.

Gathers user information and determines issues by evaluating and analyzing symptoms.

Escalates priority issues to team and/or NICE technical support.

Provide technical analysis and troubleshooting for user and system related issues.

Liaison with NICE CXOne technical support for platform related issues (i.e  platform downtime, software, bug fixes, etc.)

Compile and prepare business requirements documentation for all projects and enhancements.

Create call flow documentation (Visio) and maintain documentation library.

Assist Contact Center Technology Team with building CXOne platform teams, skills, campaigns as required.

Provide support to Contact Center Technology Team with design and enhancements.

Create and execute call flow testing for all projects/enhancements and assists the business with their testing efforts. 

Conduct quarterly user audits and support ongoing system audits/clean up processes.

Contribute to business area assessment, user needs analysis and business systems design.

Supervision

• N/A

Section 3:  Experience, Skills, Knowledge Requirements

REQUIRED EXPERIENCE:

BS/BA in technical or business field or equivalent work experience required.

3+ years of technical service and support beyond education requirements above.

Proficiency in Microsoft Office products i.e., Outlook, Word, Excel, PowerPoint and Visio.

Present a professional image in conduct and attitude, professional and confident public presence.

Strong technical, analytical, and problem-solving skills.

Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.

Ability to establish and maintain strong working relationships with key internal associates and partners.

Excellent verbal and written communication skills.

Ability to translate complex technical information into understandable business language.

Self-motivated, attention to detail and excellent judgment skills.

Ability to prioritize and drive results with a high emphasis on quality.

PREFERRED EXPERIENCE:

Previous experience with NICE CXone (inContact) platform preferred.

Skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.