CCaaS Configuration Specialist
Listed on 2026-08-22
-
IT/Tech
Technical Support, IT Support, Systems Engineer
1 day ago Be among the first 25 applicants
Get AI-powered advice on this job and more exclusive features.
At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies.
Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!
Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.
We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.
Job Description
THE POSITION:
As a CCaaS Configuration Specialist (NICE CXone), you will play a pivotal role in configuring and optimizing NICE CXone solutions to meet business requirements. You will work closely with stakeholders, the architecture team, and IT staff to ensure the platform’s smooth deployment, integration, and performance. This position requires a strong technical background in contact center technologies, call flow design, and system integrations.
Essential Duties And Responsibilities
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
- CCaaS Platform Configuration & Design:
- Design, configure, and optimize contact center solutions on the NICE CXone platform to meet business needs.
- Set up and manage agent profiles, call routing strategies, IVR systems, queues, and reporting tools on NICE CXone.
- Customize platform features for improved efficiency, customer satisfaction, and operational effectiveness.
- Migration & Integration Support:
- Lead and support the migration process from existing Cisco platforms to NICE CXone, ensuring minimal disruption and a seamless transition.
- Work with cross-functional teams to integrate NICE CXone with Salesforce CRM, ensuring data synchronization, customer case management, and enhanced reporting capabilities.
- Call Flow Optimization:
- Design and build ACD (Automatic Call Distribution) and IVR (Interactive Voice Response) call flows on the NICE CXone platform to improve routing efficiency and customer experience.
- Continuously optimize existing call flows for improved performance, reduced wait times, and better overall customer service.
- Technical Support & Troubleshooting:
- Provide technical support for the NICE CXone platform, addressing issues related to system configurations, integrations, and call flow designs.
- Troubleshoot and resolve technical issues in real-time, collaborating with internal teams and vendors as needed.
- Collaboration & Stakeholder Management:
- Work closely with business leaders to understand requirements, identify opportunities for improvement, and drive the configuration of the NICE CXone platform accordingly.
- Collaborate with the architecture team to ensure all designs and deployments adhere to industry standards and best practices.
- Continuous Improvement:
- Stay up-to-date with the latest NICE CXone updates, best practices, and industry trends to ensure our solutions are cutting-edge.
- Recommend and implement improvements to existing configurations based on performance data, business needs, and technological advancements.
- Documentation & Compliance:
- Document all configurations, system changes, and deployment processes to ensure compliance and maintain a clear record of system setups.
- Ensure adherence to security and operational standards during all configuration and integration activities.
- Client Training & Support:
- Provide training and support to clients, helping them optimize their use of the NICE CXone platform and integrated systems.
- Offer ongoing technical assistance as needed, assisting with system adjustments and addressing client queries or issues.
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- All other duties as assigned.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).