Remote CXone Helpdesk Lead - L2 Escalations & Projects

Insite-Managed-Solutions; Philippines; Remote; PHP 949,000 - 1,283,000; Full time

Benefits offered by this job

PTO

Health benefits

Dental benefits

Life insurance

Job summary

Insite-Managed-Solutions is seeking a CXone Helpdesk Manager to oversee day-to-day support for a NICE CXone environment, handling L2 escalations and coordinating with Senior CXone Engineering. This remote role is open to applicants currently residing in the Philippines.

You will manage L1 coverage, provisioning, queue configuration, and small-to-medium CXone projects, while applying PMO practices and communicating status to stakeholders.

Qualifications

• 3–5 years of contact center or helpdesk experience.
• Experience in a team lead or project coordination capacity.
• Knowledge of the NICE CXone admin console and routing management.
• Strong troubleshooting and communication skills for escalations.

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.

Skills

L2 escalation

Team lead

Project coordination

Customer support

NICE CXone

Tools

NICE CXone

CXone admin console

Job description

Insite-Managed-Solutions is seeking a CXone Helpdesk Manager to oversee day-to-day support for a NICE CXone environment, handling L2 escalations and coordinating with Senior CXone Engineering. This remote role is open to applicants currently residing in the Philippines.

You will manage L1 coverage, provisioning, queue configuration, and small-to-medium CXone projects, while applying PMO practices and communicating status to stakeholders.