Contact Center Platform Analyst

Job Summary

To support operational efficiency, the full-time remote Contact Center Platform Analyst will manage the administration, configuration, and optimization of contact center platforms, including RingCentral and NICE CXone, while providing real-time operational support and coordinating cross-functional initiatives.

Key responsibilities:

• Administers and maintains contact center platform configurations to meet business needs
• Monitors platform performance and implements approved configuration changes to enhance service delivery
• Coordinates cross-functional projects and partners with stakeholders to ensure timely execution of platform-related initiatives

Required qualifications:

• High school diploma or equivalent; bachelor's degree in a related field preferred
• Minimum of five years of experience administering or supporting NICE CXone in a contact center environment
• Experience with contact center configuration, including skills, routing, and dialers
• Strong analytical skills to identify issues and improvement opportunities
• Proficiency in Microsoft Office Suite and modern communication tools