CXone Administrator II

Insite Managed Solutions, LLC; Philippines; Remote; PHP 400,000 - 600,000; Full time

Job summary

Insite Managed Solutions, LLC is seeking a CXone Administrator II to support NICE CXone platform configuration, troubleshooting, routing, and reporting. You will work under the direction of the CXone Helpdesk Manager to manage core platform responsibilities and grow into more complex tasks.

This remote role requires residing in the Philippines, with PTO, benefits, and opportunities to advance within CXone Studio and related integrations.

Qualifications

• 2+ years of hands-on NICE CXone administration or support experience.
• Experience administering core CXone functionality including users, agents, skills, queues, routing, and related platform configuration.
• Strong troubleshooting skills with the ability to investigate platform issues, identify likely causes, and determine resolution or escalation.
• L1 CXone experience with readiness to take on more complex L2 responsibilities, or current L2-level CXone administration and support.
• Experience using CXone reporting and platform data to support troubleshooting and operational decisions.

Responsibilities

• Administer and maintain CXone functionality including users, agents, skills, queues, routing, callbacks, voicemail, and other platform configurations.
• Investigate and troubleshoot platform issues, independently resolving issues within scope and escalating more complex technical issues with documented findings.
• Support routing and configuration changes, with opportunities to expand technical capability within CXone Studio.
• Build and maintain CXone reporting to support troubleshooting, platform performance, and operational needs.
• Maintain accurate platform documentation and provide clear technical guidance to internal users and support teams.

Skills

CXone Administration

Troubleshooting

Reporting

Documentation

Customer Support

Tools

CXone Studio

Salesforce

Workforce Mgmt

Job description

We are unable to sponsor or take over sponsorship of an employment Visa at this time. We do not offer international contractor roles, ONLY international employment agreements.

Curious? Join theInsiteJourney!

This is a remote role for individuals who currently reside in the Philippines, PTO, and benefits (health, dental, life) and more eligibility within 1 month of start date

Are you a good fit for our team? Insite’s purpose is to help people win. We seek individuals that enjoy working in a collaborative environment and celebrate continuous improvement. We also seek people that strongly resonate with our Core Tenets: Embrace the Journey, Stay Curious, Be Exceptional, and Succeed Together!

As a CXone Administrator II, you will provide administrative and technical support for the NICE CXone platform, including configuration, troubleshooting, routing, and reporting. Working under the direction of the CXone Helpdesk Manager, this role is ideal for an experienced CXone Administrator who can independently manage core platform responsibilities while taking on increasingly complex technical issues and configuration work.

How you can Exceptional in this role:

• Administer and maintain CXone functionality including users, agents, skills, queues, routing, callbacks, voicemail, and other platform configurations
• Investigate and troubleshoot platform issues, independently resolving issues within scope and escalating more complex technical issues with documented findings
• Support routing and configuration changes, with opportunities to expand technical capability within CXone Studio
• Build and maintain CXone reporting to support troubleshooting, platform performance, and operational needs
• Maintain accurate platform documentation and provide clear technical guidance to internal users and support teams

How you will help usSucceed together:

• 2+ years of hands-on NICE CXone administration or support experience
• Demonstrated experience administering core CXone functionality including users, agents, skills, queues, routing, and related platform configuration
• Strong troubleshooting skills with the ability to investigate platform issues, identify likely causes, and determine appropriate resolution or escalation
• Demonstrated L1 CXone experience with readiness to take on more complex L2 responsibilities, or current experience performing L2-level CXone administration and support
• Experience using CXone reporting and platform data to support troubleshooting and operational decisions

How you canStand out:

• Experience with CXone Studio, including troubleshooting or modifying existing scripts
• Ability to build new CXone Studio scripts, queues, and skills
• Exposure to Salesforce or WFM integrations from an administrative or end-user perspective

Equal Opportunity Employer M/F/D/V