CCaaS Analyst - NICE CXone

CCaaS Analyst - NICE CXone 

We are seeking a CCaaS Analyst to support the administration, optimization, and Tier 2 support of enterprise contact center solutions. The role will focus on NICE CXone administration, Studio development, troubleshooting, and continuous improvement while partnering with technical and business teams.

Key Responsibilities

• Provide Tier 2 technical support and resolve escalated contact center incidents.
• Administer NICE CXone, including users, skills, campaigns, teams, dispositions, and ACW settings.
• Use NICE CXone Studio to modify and enhance existing call flows and routing for voice, chat, email, and SMS.
• Troubleshoot platform issues and collaborate with IT, project teams, and business stakeholders.
• Create and maintain knowledge base documentation to improve Tier 1 support and reduce recurring issues.
• Monitor contact center KPIs and performance metrics and identify opportunities for optimization.
• Support CCaaS integrations with Salesforce, ServiceNow, and Epic.

Required Qualifications

• 5 years of experience administering and supporting NICE CXone or similar CCaaS/contact center platforms.
• Hands-on NICE CXone administration and Studio development experience strongly preferred.
• Strong troubleshooting, communication, collaboration, and customer-service skills.
• Experience documenting technical solutions and supporting/mentoring Tier 1 teams.
• Ability to analyze contact center metrics and identify operational improvements.
• Experience with .
• NICE CXone certification or related contact center technology certification.