CXOne Admin

Position: Nice CXOne Admin
We have an exciting opportunity for you,

We are hiring for the role of Nice System Admin. Kindly review the below details and apply if you are interested.

Roles & Responsibilities :

• Assist with implementation, and management of the CCaaS system, ensuring that Service and peripherals are optimally configured to match business processes and meet business needs

• Manage Contact Center Software and tools efficiently (i.e. CX ONE User Hub, ACD, IVR, Performance Management)

• Become an SME (subject matter expert) in products, processes, and systems

• Own technical configuration of the system as required

• Analyze IVR routing to ensure proper destination and outcomes

• Provide business analysis, business area assessment, the user needs analysis

• Regularly review dashboard reporting and performance management for consistency and clarity

• Ensure managerial users are able to access, utilize, and comprehend platform tools including Performance Management, Quality Management, and Interaction Analytics

• Identify campaign process and performance gaps and collaborate with center management to develop action plans based on findings

• Work cross-functionally with call center management to evaluate KPIs and performance at the team and individual level

• Troubleshoot issues and outages and submit support cases as needed

• Communicate new/revised processes and changes to the team; ensure understanding of information and implementation of process/changes

Skills/

Qualifications:

• Bachelor’s Degree in Management Information Systems, Information Technology, Computer Science or Business Administration

• 5+ years of experience delivering solutions using a CCaaS platform.

• Experience implementing or integrating with CRMs and/or Contact Center Solutions

• Familiarity using APIs and understanding their operation

• Experience with NICE in Contact required

• Experience with Studio Scripting Tool required

• Knowledge of contact center technology (Automatic Call Distribution [ACD], Interactive Voice Response [IVR], Quality Management [QM]) tools

Mastek:

Mastek is a global Turnkey Digital Engineering & Cloud Transformation specialist delivering innovative solutions and business outcomes for its clients for more than 40 years. With more than 5000 employees across 40+ countries, we empower businesses across industries such as Healthcare & Life Sciences, Retail, Manufacturing, Financial Services, and Government/Public sectors to enable customer success and digitization programs. We partner with enterprises to unlock their power of data, modernize applications to the cloud, and accelerate digital advantage for all stakeholders.

Mastek's mission is to Decomplex Digital with Trust, Value and Velocity and make our clients’ business future-ready with an industry-first approach.

Aligned to this vision, Evosys, a Mastek company, has partnered with 1300+ customers globally in their Oracle Cloud transformation journey.

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