Telephony Manager

Key Responsibilities

NICE in Contact Administration & Support

• Manage the day-to-day administration of NICE in Contact (CXone) platform, including user provisioning, skill assignment, IVR configuration, routing strategies, and campaign setups.

• Monitor and maintain system health, call flows, dial plans, and performance metrics.

• Troubleshoot and resolve issues related to voice quality, call routing, CTI integrations, and agent connectivity.

Telephony Infrastructure

• Support and manage SIP-based telephony systems, VoIP endpoints, and call recording solutions.

• Maintain telephony security, including encryption, authentication, and compliance (e.g., PCI, HIPAA, etc.).

• Collaborate with network engineers to ensure optimal voice traffic routing and bandwidth utilization.

• Act as the internal SME (subject matter expert) for all contact center technologies, especially NICE CXone.

• Collaborate with IT, operations, and vendor partners to manage system upgrades, releases, and configuration changes.

• Lead troubleshooting and root cause analysis for call quality issues, dropped calls, latency, or routing anomalies.

Project Implementation

• Design and deploy new telephony solutions and features based on business requirements.

• Lead or participate in the design and development of new telephony projects with business stakeholders and IT personelle.

• Coordinate with vendors and stakeholders for project planning, testing, and go-live.

Training and Documentation

• Develop and maintain technical documentation, including system architecture diagrams, standard operating procedures (SOPs), and troubleshooting guides.

• Provide training and support for internal teams and end users on NICE in Contact functionalities and best practices.