Overview In this role you support the CXOne ecosystem, ensuring stable, compliant operations and seamless integration with other systems. You act as the in-house expert, driving performance and continuous improvement in a telecom environment. You will collaborate with Operations, Client Service, and IT stakeholders to design, configure, and optimize CXOne workflows and related integrations. You help translate data patterns into actionable enhancements while maintaining security and SLAs.
Responsibilities- Administer CXOne system: configuration, troubleshooting, and design of IVR workflows with CXOne Studio
- Integrate CXOne with external systems via APIs (REST, SOAP, SQL) and configure users, campaigns, and dashboards
- Ensure CXOne configurations comply with security policies and standards (PCI, HIPAA)
- Provide day-to-day operational support for telecom systems, maintaining uptime and SLA compliance
- Collaborate with business units and IT to implement CXOne integration or enhancements based on data insights
- Proactively identify and mitigate risks to performance, security, and redundancy
- Develop and maintain documentation, workflows, and escalation procedures
- Manage vendor interactions and reduce external dependencies
- Support incident response, root cause analysis, and outages; participate in testing and deployment of fixes
- Mentor and train internal teams on CXOne tools and best practices
- Triage end-user tickets, analyze trends, and implement preventive improvements
- Stay current on trends in software applications; cross-train to improve team efficiency
- Provide hands-on application management for mission-critical systems; assist with unit testing, debugging, and releases
- Support testing of new software applications under consideration
- Ensure application/system quality, integrity, and performance
Key requirements- 3-5 years in a Technical Client Support or Technical Analyst role
- Bachelor's degree in computer science, Information Systems, or related field
- Industry certifications (e.g., NICE CXOne, CCNA, ITIL)
- Experience supporting large-scale contact center operations
- Familiarity with WFM, CRM integrations (Salesforce, ServiceNow), and VoIP
- Strong client service orientation
- Analytical mindset and problem-solving ability
- Effective prioritization and multitasking in high-pressure environments
- CXOne administration, configuration, and troubleshooting
- CXOne Studio IVR workflow design
- API integrations (REST, SOAP, SQL)
