CCaaS (NICE CXone) Administrator #ESC1926

Job Description

Job Description

What’s in it for you?!

• Fast Hiring, Multiple Positions!
• Flexible remote on appilcable positions!
• Tremendous career growth opportunities!
• Leadership development, including mentoring and coaching!
• Team building activities and social events after hours!

If that’s you, let’s talk! Job Type : Contract Location : Irving, Texas Pay : Great Pay! Job Description Overview
We are seeking a highly skilled CCaaS (NICE CXone) Administrator to lead the implementation, configuration, and ongoing operational support of NICE CXone mPower components. This role will be responsible for system setup, stakeholder coordination, documentation, training, and collaboration with operations and offshore support. The ideal candidate will have extensive experience with CCaaS platforms, particularly NICE CXone, and a proven track record of successful implementations and ongoing support.

Responsibilities

• Lead the implementation and configuration of all NICE CXone mPower components, including Quality Management (QM), Workforce Management (WFM), Performance Management, Interaction Analytics, Real-Time Interaction Guidance, Enlighten Auto Summary, Customer Survey, and Omnichannel Chat & Email.
• Collaborate with internal stakeholders, including Operations, IT, and User Support teams, to ensure seamless integration and adoption of the platform.
• Establish structure, governance, and documentation for all mPower components.
• Provide training and support to internal resources, ensuring consistent understanding and utilization of the tools.
• Liaise with NICE TAM and external partners to resolve issues and optimize platform performance.
• Oversee any offshore/technical support, ensuring alignment with implementation goals and timelines.
• Proactively assess system performance and analyze call center metrics to identify areas for improvement.
• Identify opportunities for additional coaching and support for operations managers based on call center metrics and reporting.
• Recommend improvements in staffing approaches, system use, and best practices.
• Monitor and report on implementation progress, identifying and addressing any challenges or roadblocks.

Qualifications

• 5+ years of experience with CCaaS platforms, particularly NICE CXone.
• Proven track record of successful implementations and configurations of contact center solutions.
• Strong understanding of contact center operations, including WFM, QM, and performance management.
• Excellent project management and stakeholder coordination skills.
• Ability to create and maintain detailed documentation and training materials.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Our client asked me to submit 3 great people within the next few days. We work directly with the hiring manager and can arrange interviews within a few days
#INDEH123