CXone Helpdesk Manager

Insite Managed Solutions; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Insite Managed Solutions is seeking a CXone Helpdesk Manager to oversee day-to-day operations in a NICE CXone environment, handling L2 escalations and supporting L1 coverage while coordinating platform projects.

The role requires 3-5 years in contact center support, strong troubleshooting, and PMO experience. You will liaise with Senior CXone Engineering or Architecture for deeper changes and ensure effective stakeholder communication.

Qualifications

• 3-5 years of contact center or helpdesk experience with L2 escalations.
• Experience in a team lead, supervisor, or project coordination role.
• Familiarity with NICE CXone admin console and basic network concepts.

Responsibilities

• Own L2 escalation queue and triage issues beyond L1.
• Provide L1 support coverage when needed.
• Perform elevated CXone administrative tasks (provisioning, routing, scheduling).
• Manage small-to-medium CXone platform projects and coordinate with stakeholders.
• Apply PMO practices for change requests and status reporting.
• Serve as daily point of contact for status, escalations and updates.

Skills

L2 escalation handling

Team leadership

PMO practices

Troubleshooting

Communication

Education

CAPM or PMP certification

Tools

NICE CXone

Job description

As a CXone Helpdesk Manager, you will oversee day-to-day operational support for a NICE CXone environment, owning L2 escalations, supporting L1 coverage and quality, and coordinating platform-related projects. This role serves as a key operational point of contact, balancing elevated CXone administration and troubleshooting with project coordination, stakeholder communication, and appropriate escalation to Senior CXone Engineering or Architecture resources when deeper platform expertise is required.

Key responsibilities

Own the L2 escalation queue, triaging and resolving issues escalated beyond L1 support and engaging Senior CXone Engineering or Architecture resources when deeper platform expertise is required

Provide L1-level support as needed for coverage and backfill while maintaining consistent troubleshooting standards across the L1 queue

Perform elevated CXone administrative tasks, including agent and user provisioning, skill and routing assignment updates, and queue and schedule configuration

Manage small-to-medium platform-related projects by tracking scope, timelines, status, and coordination across engineering, administration, and business stakeholders

Apply basic PMO practices to the intake, prioritization, tracking, and status reporting of CXone-related change requests and initiatives

Serve as the day-to-day point of contact for operational status, escalations, and project updates

About you

3-5 years of contact center or helpdesk support experience, including direct L2 escalation handling

Previous experience in a team lead, supervisor, or project coordination capacity

Working knowledge of the NICE CXone administrative console, including user, skill, routing management and basic network principles

Experience applying basic project management or PMO practices, including intake, tracking, and status reporting, to technical initiatives

Strong troubleshooting and communication skills with the ability to serve as an escalation point for both technical and non-technical stakeholders

Formal project management training or certification, such as CAPM or PMP, or demonstrated PMO experience (preferred)

Project leadership experience coordinating with Senior CXone Engineering or Architecture resources on escalations requiring platform-level changes (preferred)

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in the Philippines?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Helpdesk Manager?

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