CXOne System Administration
Job in
San Francisco, San Francisco County, California, 94199, USA
Listed on 2026-10-02
Listing for:
Simpliigence
Full Time
position Listed on 2026-10-02
Job specializations:
-
IT/Tech
Technical Support, IT Support, Systems Analyst, IT Business Analyst
Job Description & How to Apply Below
We are looking for a Technical Support Analyst to support and optimize our large-scale contact center platforms within a fast-paced financial services environment. You will be the go-to technical partner for business units, resolving issues, improving processes, and ensuring reliable customer-facing operations.
Mode of Work:
Remote
- Provide technical support for contact center applications, including IVR, ACD, call routing, WFM, and reporting
- Troubleshoot and resolve incidents for internal and external clients, maintaining composure under pressure
- Support CRM integrations (Salesforce, Service Now) and VoIP systems
- Write SQL queries to build and validate reports
- Document business problems and solutions accurately
- Manage multiple projects and deadlines, driving process improvements
- Collaborate with stakeholders ranging from non-technical users to developers
- Mentor junior team members
- 3-5 years of experience in a Technical Client Support or Technical Analyst role
- Bachelor's degree in Computer Science, Information Systems, or a related field
- Strong understanding of IVR, ACD, WFM, call routing, and reporting
- Experience supporting large-scale contact center operations and application/product support
- Working knowledge of SQL querying and reporting
- Proficiency in MS Office, including SharePoint, Visio, and Project
- Strong analytical, critical-thinking, and problem-solving skills
- Excellent interpersonal and communication skills, with a strong client service orientation
- Ability to prioritize in a high-pressure environment; self-motivated and follow-through oriented
- Certifications such as NICE CXone, CCNA, or ITIL
- Familiarity with WFM tools, Salesforce, Service Now, and VoIP
- Project management or process improvement experience
- Background in financial services technology.
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