CCaaS Administrator – NICE CXone

Immediate Opening | System Administrator CCaaS (NICE inContact)

We are hiring an experienced System Administrator to support and manage our CCaaS (Contact Center as a Service) platform.

Experience: 5+ years

Key Responsibilities

• Assist with implementation, configuration, and management of the CCaaS platform
• Own technical configuration and act as SME for contact center products and systems
• Manage Contact Center tools including CX ONE User Hub, ACD, IVR, Performance Management
• Analyze and optimize IVR routing, call flows, and outcomes
• Review dashboards, reports, and performance metrics for accuracy and clarity
• Enable managers to effectively use Performance Management, Quality Management, and Interaction Analytics
• Identify performance gaps and collaborate with call center leadership on action plans
• Work cross-functionally to evaluate KPIs at team and individual levels
• Troubleshoot platform issues, outages, and coordinate with vendor support
• Communicate system/process changes and ensure smooth adoption

Required Skills & Qualifications

• Bachelors degree in IT, Computer Science, MIS, or Business Administration
• 5+ years of hands-on experience with CCaaS platforms
• Strong experience with NICE inContact (CXone) mandatory
• Experience with Studio Scripting Tool mandatory
• Knowledge of ACD, IVR, Quality Management (QM), Performance Management
• Experience integrating CCaaS with CRM systems
• Working knowledge of APIs and system integrations
• Strong analytical and stakeholder communication skills

Interested or know someone who fits?

Kindly share the resumes on pratiksha@digifocal.in/alhad@digifocal.in