CXone Administrator: Ops, Routing & Reporting

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

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.