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CXone Support Analyst

Atlanta, GA 30346

Posted: 03/07/2023 Job Category: Telecom Job Number: 2683

Job Description

Nice Contact Center Support Analyst 3 (HYBRID)

***Will consider remote candidates but local hybrid candidates are preferred***

Nice InContact Center Support Analyst 3 Job Summary:

The Nice InContact Center Support Analyst III is responsible for providing senior level technical support for our cloud-based contact center platform provided by NICE inContact.   This role will be responsible for system configuration, maintenance and incident support that meet service level agreements and provide high system availability.    It requires strong communication skills and experience translating business requirements into technical deliverables and executing on those to ensure successful customer interactions.


Nice Contact Center Support Analyst 3 Duties and Responsibilities:
  • Configure and maintain the NICE InContact platform which includes the CXone Contact Center, IEX Workforce Management and Salesforce integration for CRM
  • Analyze, build, and modify call routing utilizing Nice inContact Studio
  • Configure and support IVR system
  • Provide consulting services with business clients to educate on system capabilities and best practices 
  • Provide advanced problem management including root cause and post mortem analysis for service interruptions and incidents
  • Identify and resolve problems while ensuring service level agreements are met for ServiceNow incidents and service requests
  • Perform on-call rotation duties as part of the operations team
  • Participate in proof of concepts to analyze and provide input on new features and functionality
  • Recommend process improvements and quality assurance procedures
  • Work with vendors to articulate business needs and ensure work is delivered accurately and to specification
  • Lead and participate in cross-functional teams to support technologies and create standard operating procedures that will integrate into the company’s global infrastructure
  • Provide guidance and coaching to more junior positions
  • Assist with teamwork load as required includes Moves, Adds, and Changes


Nice Contact Center Support Analyst 3 Qualifications:
  • Bachelor’s degree or equivalent IT work experience
  • Minimum 5 years prior job-related experience including an understanding of the contact center business, market and business trends
  • Nice inContact Contact Center as a Service platform
  • Experience in contact center strategy across multiple support channels (voice, email, chat, web, social, AI)
  • Experience with multi-vendor platforms such as Genesys, RingCentral, Cisco, 8x8, Dialpad, Siemens Unify /Atos is a plus.  Cloud-based is strongly preferred
  • Experience supporting next generation technologies and omni channel communication
  • Experience with multi-vendor platforms such as 8x8, RingCentral and Dialpad is a plus
  • Knowledge of voice in a virtual environment

Job Requirements


Meet Your Recruiter

Sam Slonkosky
Technical Recruiter

I'm happy to connect with you on your next career challenge. Whatever your needs are, we at Resolution Technologies promise to provide unrivaled quality and service. Please don't hesitate to contact me if you have any questions about this position.

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