Sr Administrator (Support & Operations)

HCLTech; India; On-site; INR 900,000 - 1,200,000; Full time

Job summary

VELNEXAA TECHNOLOGIES LLP is seeking an experienced L2 Production Support Specialist to manage NICE CXone applications and telephony environments. You will troubleshoot incidents, configure core CXone modules, monitor health, and collaborate with multiple teams to ensure smooth operations.

Responsibilities include on-call support, RCA, and maintaining SOPs. Strong knowledge of CRM integrations and REST APIs is preferred, with focus on delivering secure, compliant support aligned to ITIL

Responsibilities

• Adhere to quality standards, regulatory requirements and company policies.
• Provide support for complex incidents escalated by analysts and perform root cause analysis.
• Contribute to knowledge base updates and coach junior analysts.
• Resolve complex tickets within SLAs and coordinate with other teams for secure operations.
• Maintain CSAT by ensuring First Call Resolution and minimizing escalations.

Skills

NICE CXone Administration

Studio Script Development

ACD Configuration

Skill Management

Agent Profiles & Teams

Business Data

Routing Configuration

IVR Support

Digital Channels

Reporting & Analytics

REST APIs

OAuth Basics

CRM Integrations

Job description

Job Summary

Roles & Responsibilities

• Provide L2 production support for NICE CXone applications and telephony environments.
• Troubleshoot and resolve incidents, service requests, and platform-related issues within SLA.
• Configure and support core CXone modules including: ACD, Studio, Skill Management, Agent Configuration, Teams, Business Data, Routing Attributes, IVR Call Flows.
• Monitor system health and proactively identify potential issues.
• Perform root cause analysis (RCA) for recurring production incidents.
• Support deployment of configuration changes and application enhancements.
• Collaborate with L1, L3, development, infrastructure, and business teams.
• Handle user administration, access management, and role-based permissions.
• Create and maintain operational documentation, SOPs, and knowledge base articles.
• Participate in on-call support and production releases.
• Ensure compliance with ITIL processes.

Required Technical Skills

• NICE CXone Administration
• Studio Script Development & Troubleshooting
• ACD Configuration
• Skill Management
• Agent Profiles & Teams
• Business Data
• Routing Configuration
• IVR Support
• Digital Channels (preferred)
• Reporting and basic Analytics
• Recording & Quality Management (good to have)
• Contact Center Operations
• Omnichannel Routing
• Call Flows
• Queue Management
• Workforce concepts
• Customer Interaction Lifecycle
• SIP Basics
• Voice Routing
• PSTN Concepts
• Basic VoIP Troubleshooting
• REST APIs
• OAuth Basics
• CRM Integrations (Salesforce, ServiceNow, Dynamics – preferred)

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.

Must Have Skill

Amazon CCaaS,Nice