Application Support Analyst III

Harvey Nash; United States; On-site; USD 85,000 - 110,000; Full time

Job summary

Harvey Nash is seeking an Application Support Analyst III to manage, support, and optimize enterprise CCaaS solutions with a focus on NICE CXone administration and Studio development. You will act as an escalation point for complex incidents affecting contact center operations and work closely with Tier I teams to ensure minimal disruption and a seamless customer experience.

The role emphasizes strong troubleshooting, cross-functional collaboration, and documentation of technical solutions for

Qualifications

• 2–4 years of experience administering and supporting NICE CXone.
• Hands-on experience with NICE CXone Studio and call-flow configuration.
• Strong troubleshooting, analytical, communication, and stakeholder-management skills.
• Experience documenting technical solutions and supporting frontline service desk operations.
• Associate degree, technical apprenticeship, or equivalent professional experience.

Skills

NICE CXone administration

NICE CXone Studio

Call-flow configuration

Troubleshooting

Documentation

Cross-team collaboration

Education

Associate degree / technical apprenticeship

Job description

Job Description: Application Support Analyst III – CCaaS

We are seeking a skilled Application Support Analyst III to manage, support, and optimize enterprise Contact Center as a Service (CCaaS) solutions. The ideal candidate will have hands‑on experience with NICE CXone administration, Studio development, incident management, and contact center operations, along with strong troubleshooting and communication skills.

The analyst will serve as an escalation point for complex technical issues that cannot be resolved by Tier I service desk teams, ensuring minimal disruption to contact center operations and a seamless customer experience.

Required Qualifications

• 2–4 years of experience administering and supporting NICE CXone or similar enterprise contact center platforms.
• Hands‑on experience with NICE CXone Studio and call‑flow configuration.
• Strong troubleshooting, analytical, communication, and stakeholder‑management skills.
• Experience documenting technical solutions, collaborating across teams, and supporting frontline service desk operations.
• Associate degree, technical apprenticeship, or equivalent professional experience.

Preferred Qualifications

• Experience with NICE IEX Workforce Management (WFM), Interaction Analytics, Quality Management, Personal Connection Dialer, or Feedback Management Survey.
• NICE CXone certifications or related contact center technology certifications.