Application Support Analyst III – NICE CXOne CCaaS
Contract: 12 Months
Location: Remote
Skills Summary
NICE CXOne | CCaaS | NICE Studio | Contact Center Support | Tier 3 Support | Incident Management | Call Flow Development | Omnichannel Routing | Voice | Chat | Email | SMS | IEX WFM | Interaction Analytics | Quality Management | Personal Connection Dialer | Salesforce | ServiceNow | EPIC | Knowledge Management | KPI Analysis
Job Description
Our client is seeking an Application Support Analyst III – NICE CXOne CCaaS to provide day-to-day administration, optimization, and Tier 2 support for enterprise contact center solutions.
This role serves as a primary escalation point for issues that cannot be resolved by the Service Desk and combines hands-on technical troubleshooting with strong communication and collaboration skills. The Analyst will focus on NICE CXOne administration, NICE Studio development, incident resolution, omnichannel call flow support, and knowledge management.
The ideal candidate will take a proactive approach to identifying recurring issues, documenting solutions, improving support processes, and creating knowledge base articles that empower Tier 2 support teams and reduce future escalations.
Key Responsibilities
- Tier 2 Incident Management: Serve as the primary escalation point for incidents that cannot be resolved by the Service Desk. Troubleshoot and resolve technical issues efficiently while minimizing disruption to contact center operations.
- NICE CXOne Administration: Perform day-to-day administration of the NICE CXOne platform, including new-hire onboarding, user configuration, dispositions, After Call Work (ACW) settings, skills, campaigns, teams, and related platform configurations.
- NICE Studio Development: Use NICE CXOne Studio to modify, maintain, and enhance existing call flows and routing strategies across voice, chat, email, and SMS channels.
- Cross-Functional Collaboration: Partner with internal IT teams, project managers, application teams, and other stakeholders to troubleshoot issues and drive timely resolution.
- Knowledge Management: Document resolutions to escalated technical issues and create, maintain, and publish knowledge base articles for Tier I and Service Desk teams.
- Continuous Improvement: Identify recurring incidents and opportunities to improve processes, platform configurations, operational efficiency, and end-user experience.
- Data Analysis & Optimization: Monitor and analyze contact center KPIs, operational metrics, and trends to support service-level objectives and continuous improvement initiatives.
- CCaaS Ecosystem Support: Support the broader contact center technology environment and maintain awareness of integrations with platforms such as Salesforce, ServiceNow, and EPIC.
Required Qualifications
- 2–4 years of experience administering and supporting NICE CXOne CCaaS or a similar enterprise contact center platform.
- Hands-on experience with NICE CXOne administration and support.
- Experience supporting Tier 2 incidents and troubleshooting complex contact center or application issues.
- Strong understanding of contact center operations, call routing, user administration, skills, campaigns, and related configurations.
- Excellent interpersonal and communication skills with the ability to work effectively with both technical and non-technical stakeholders.
- Strong analytical and problem-solving skills with a proactive, customer-focused approach.
- Demonstrated ability to document technical solutions and develop knowledge base content for frontline support teams.
- Associate's degree, technical apprenticeship, or equivalent professional experience.
Highly Preferred Skills
- Hands-on experience with NICE CXOne Studio, including modifying existing scripts, call flows, and routing strategies.
- Experience with additional NICE technologies, including:
- IEX Workforce Management (WFM)
- Interaction Analytics
- Quality Management
- Personal Connection Dialer
- Feedback Management/Surveys
- Working knowledge of integrations with Salesforce, ServiceNow, and/or EPIC.
- Experience monitoring contact center KPIs, performance metrics, and service levels.
- NICE CXOne certifications or related contact center technology certifications are a strong plus.
Ideal Candidate
The ideal candidate is a hands-on NICE CXOne Application Support Analyst who can independently administer the platform, troubleshoot Tier 2 issues, work with existing NICE Studio call flows, and collaborate effectively across technical and business teams. Strong communication, documentation, and customer-service skills are equally important for success in this role.
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