CXone Helpdesk Manager: Lead Escalations & Projects

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

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.