CXone Administrator

Insite Managed Solutions; Metro Manila; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Medical

Life Insurance

PTO

Job summary

Insite Managed Solutions is seeking a CXone Administrator to support the NICE CXone platform with routine configuration, user/agent administration, and standard reporting from our Manila-area team. You will work under the CXone Helpdesk Manager to ensure reliable platform experiences and timely issue escalation.

You will perform provisioning, deactivation, skill assignment, and basic routing changes, while generating operational reports and supporting WFM tasks.

Qualifications

• 1–3 years of CXone or CCaaS administration experience.
• Familiarity with user/agent management, routing, and queues.
• Basic troubleshooting for platform issues.
• NICE CXone certification or actively pursuing it.
• Experience with offshore or international support models.

Responsibilities

• Perform day-to-day CXone tasks including provisioning and deactivation of users and agents.
• Provide L1 support and escalate according to guidelines.
• Maintain configuration documentation and change logs.
• Generate standard reports on queue performance and agent adherence.
• Support scheduling and WFM tasks within CXone.
• Identify recurring issues and communicate improvements.

Skills

CXone administration

CCaaS platform

User management

Routing & queues

L1 support

Tools

Salesforce integration

WFM integrations

Job description

As a CXone Administrator, you will support the day-to-day operation of the NICE CXone platform through routine configuration, user and agent administration, L1 support, and standard reporting. Working under the direction of the CXone Helpdesk Manager, this role focuses on accurate operational execution, timely issue escalation, and maintaining a reliable platform experience for users.

Key responsibilities

Perform day-to-day CXone administrative tasks, including agent and user provisioning and deactivation, skill assignment, and basic routing or queue configuration changes

Provide L1 support for platform issues and escape to the CXone Helpdesk Manager or Senior CXone Engineer based on severity and established escalation guidelines

Maintain accurate configuration documentation and change logs for the CXone environment

Generate and distribute standard operational reports, including queue performance, agent adherence, and similar reporting

Support scheduling and Workforce Management (WFM)-related administrative tasks within CXone

Identify recurring issues or improvement opportunities and communicate them to the CXone Helpdesk Manager

About you

1-3 years of experience administering CXone or a comparable CCaaS platform, or equivalent contact center technology administration experience

Familiarity with core CXone administrative functions, including user and agent management, skill-based routing, and queue configuration

Basic troubleshooting skills for common platform and voice-quality issues

Ability to work effectively from documented procedures and ...

NICE CXone certification, or actively pursuing certification

Exposure to Salesforce or WFM integrations from an administrative or end-user perspective

Previous experience working in an offshore, distributed, or international support model

Medical

Life Insurance

PTO