Remote CXone Helpdesk Manager: Lead Escalations & Projects

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

Benefits offered by this job

Remote work

Job summary

Insite Managed Solutions is seeking a CXone Helpdesk Manager to oversee day-to-day operations of a NICE CXone environment, handling L2 escalations and coordinating platform-related projects.

The role requires experience in contact center support, team leadership, and strong communication with stakeholders. Remote work from the Philippines is supported, with opportunities for growth and exposure to international clients.

Qualifications

• 3–5 years of contact center or helpdesk experience.
• Experience with L2 escalations and CXone administration.
• Experience in team leadership or supervision.

Responsibilities

• Own the L2 escalation queue and coordinate with Senior CXone resources as needed.
• Provide L1 coverage when required to ensure consistent support.
• Perform CXone administrative tasks: provisioning, skills, routing and queue configs.
• Manage small–to–mid platform projects with scope, timelines and stakeholders.
• Apply PMO practices to intake, prioritization, tracking andStatus reporting of CXone changes.
• Serve as the daily point of contact for status, escalations and updates.

Skills

CXone admin

L2 escalation

Project coordination

Team leadership

Troubleshooting

Stakeholder comms

Job description

Insite Managed Solutions is seeking a CXone Helpdesk Manager to oversee day-to-day operations of a NICE CXone environment, handling L2 escalations and coordinating platform-related projects.

The role requires experience in contact center support, team leadership, and strong communication with stakeholders. Remote work from the Philippines is supported, with opportunities for growth and exposure to international clients.