Application Support Analyst
Job Summary
To support the organization's contact center solutions, the remote contract Application Support Analyst III will manage Tier 2 incident resolution, perform comprehensive system administration within NICE CXone, and enhance call flow development while collaborating with cross-functional teams.
Key responsibilities
- Act as the primary escalation point for Tier 2 customer incidents, providing efficient technical support
- Perform administrative tasks within NICE CXone, including user management and campaign setup
- Utilize NICE CXone Studio to modify and enhance call flows and routing strategies
Required qualifications
- 2-4 years of experience in the administration and support of NICE CXone or similar enterprise contact center systems
- Hands-on experience with NICE CXone administration and Studio development
- Exceptional interpersonal skills for effective collaboration with technical and non-technical stakeholders
- Strong dedication to documenting technical solutions and mentoring frontline support teams
- Associate's Degree, technical apprenticeship, or equivalent professional experience required
Complete Job Description
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