CXone Administrator & WFM Lead

Overview

Join a Best Places to Work Winner — 18 Years Running! Do you have experience and a passion for helping others? Looking for full-time work with a company known for its award-winning culture?

At Key Bridge, we believe exceptional patient care starts with supporting exceptional people. As an 18-time Best Places to Work winner, we7re committed to compassion, integrity, and excellence. Our mission is simple: bridge the gap between healthcare providers and their patients by delivering respectful, empathetic financial care in a call-center environment.

The NICE CXone Administrator & WFM Lead is responsible for the end-to-end ownership, administration, and optimization of the NICE CXone contact center platform. This role serves as the primary subject-matter expert for CXone administration, IVR design, workforce management (WFM), reporting and analytics, skill-based routing, and dialer configuration. This position partners cross-functionally with Operations, Client Services, IT, and Leadership to ensure the platform supports operational efficiency, scalability, compliance, and a high-quality patient and agent experience.

The role is both strategic and hands-on, requiring strong technical expertise and the ability to translate data and platform capabilities into business outcomes.

• Administer and maintain the NICE CXone platform, including users, roles, skills, queues, permissions, and system configurations
• Design, program, maintain, and optimize IVR call flows to support self-service, intelligent routing, and patient-specific requirements
• Develop and maintain CXone reports, dashboards, and KPI frameworks for operational and leadership use
• Lead workforce management (WFM) configuration and optimization, including forecasting, scheduling, intraday management, and adherence tracking
• Design and optimize skill-based routing strategies aligned with agent capabilities, patient needs, and client requirements
• Own dialer configuration, campaign management, pacing, and compliance settings
• Partner with Operations, Client Services, IT, and Leadership on platform enhancements, system changes, and continuous improvement initiatives
• Translate CXone data into actionable insights and recommendations
• Document IVR flows, routing logic, WFM models, reporting standards, and platform processes
• Ensure platform configurations align with operational goals, compliance requirements, and best practices

• Paid training
• Health, Dental and Vision Insurance after 30 days
• PTO accrual that begins upon hire and can be used after 30 days
• Supportive leadership and growth opportunities
• A fun hybrid work environment
• A company culture you7ll be proud to be part of

• 3–5+ years of hands-on experience administering NICE CXone in a production contact center environment
• Demonstrated experience designing and maintaining IVR call flows within CXone
• Strong expertise in CXone reporting, analytics, and KPI development
• Proven experience leading Workforce Management (WFM) configuration and optimization
• Deep understanding of skill-based routing design and optimization
• Advanced knowledge of CXone dialer configuration and campaign management
• Strong analytical skills with the ability to translate data into operational insights
• Excellent documentation, communication, and stakeholder management skills

• Experience supporting healthcare, revenue cycle, or patient-facing contact centers
• Experience in multi-client or multi-queue contact center environments
• Background in contact center operations, workforce planning, or performance management
• Experience leading IVR redesigns or call flow modernization initiatives