CXOne Administrator

POSITION SUMMARY:
211LA is a leading organization dedicated to providing vital resources and assistance to individuals in need. We are seeking a dedicated and experienced CXone Administrator to join our team and contribute to our mission of making a positive impact on our community. As a CXone Administrator, you will be vital in managing and optimizing our NICE infrastructure to enhance our call center operations. Candidates outside of California will also be considered for this role.
POSITION ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:

• Administration and implementation tasks associated with implementing and maintaining our NICE / CXone solution.
• Configuration, management, and enhancement of the system.
• Create, maintain, and update the CXone applications used for call and screen recordings, including Central, QM, WFM, Reporting, and Speech Analytics.
• Create, support, and update CXone IVR scripts/code using CXone Studio.
• Create, maintain, and update the IVR configurations based on requirements from the business and client teams.
• Support the integration of CXone technology, including screen-pops and omnichannel routing of voice, email, and chat via web services.
• Analyze, diagnose, and resolve application problems related to NICE-InContact's contact center technology.
• Work with internal and external teams for continuous process improvements to ensure high-quality and timely delivery of CXone applications.
• Provide a vision for improving the client experience using the tools and applications.
• Maintain a relationship with our Technical Account Manager at NICE to explore optimization and new products to enhance service delivery.
• Develop policies, procedures, and standards for installing, configuring, and supporting NICE-InContact's contact center technology.
• Monitor CXone applications to ensure high availability, security, and compliance.
• Establish involvement with the CXone community through NICE.
• Perform on-call or scheduled after-hours work as required.
• Provide general IT support for the desktops of the call center agents and other infrastructure related to the call center as needed.

IDEAL CANDIDATE WILL HAVE:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Experience in Windows / Linux desktop support.
• Experience in other IT applications.

These specifications are general guidelines based upon the minimum experience typically considered essential to the satisfactory performance of this job.
REQUIRED EDUCATION AND/OR EXPERIENCE:

• At least three years of experience supporting call center solutions.
• Extensive knowledge of Nice InContact CXone, including ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs, and Auto Attendant.
• Experience with Salesforce is a plus.

COMPENSATION RANGE:
Ranges from $75,000-$80,000; salary is commensurate with prior experience, education, and abilities.
TECHNICAL REQUIREMENTS:
You must have:

• Solid internet connection (50 Mbps)
• Quiet space without distractions
• Must be able to work independently, comply with job description requirements/expectations, and get the job done

PHYSICAL DEMANDS:
As a 211 LA County CXone Administrator, you will regularly be required to work in a dedicated workspace or desk and work at a computer or from a smartphone for extended periods.
ANALYTICAL/REASONING REQUIREMENTS:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to evaluate and resolve problems involving multiple variables in complex situations. Requires excellent interpersonal skills necessary to work effectively with internal and external customers. Ability to manage high-stress levels; possess well-proven time management skills, allowing movement from one task to another on a moment's notice and still completing projects on time.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.