CCaaS Support & CXone Studio Analyst

SmartRecruiters, Inc.; United States; Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Flexible working hours

Employee assistance programme

Wellbeing programme

Career development opportunities

Job summary

Endava is seeking a CCaaS Analyst to administer NICE CXone, develop Studio call flows, and lead Tier 2 incident responses. You will collaborate with IT and project teams to resolve complex issues, document solutions, and drive continuous improvement across the CCaaS environment.

You will analyze KPIs, support CRM integrations, and mentor Tier 1 staff, ensuring service levels are met and customer satisfaction remains high.

Qualifications

• 2-4 years of experience in the administration and support of NICE CXone CCaaS platform or similar enterprise contact center systems.
• Exceptional interpersonal and people skills, with a proven ability to collaborate effectively with both technical and non-technical stakeholders.
• Forward-thinking problem solver with a strong dedication to documenting technical solutions and mentoring frontline support teams.
• Strong preference for hands-on experience with NICE CXone administration and Studio development.
• Experience with other NICE products such as IEX WFM, Interaction Analytics, Quality Management, Personal Connection Dialer, and Feedback Management Survey is highly desired.
• NICE CXone certifications or related contact center technology certifications are a strong plus

Responsibilities

• Tier 2 incident management for CXone issues that cannot be resolved by the service desk.
• CXone administration and onboarding, including user configs and ACW settings.
• Studio development to modify call flows and routing for multiple channels.
• Collaborate with IT, project managers and stakeholders to resolve issues.
• Document solutions and publish knowledge articles to train Tier 1 staff.
• Analyze call center KPIs and trends to support SLAs and improvements.
• Support integrations with CRM platforms like Salesforce, ServiceNow, and EPIC

Skills

Interpersonal skills

Collaboration

Problem solving

NICE CXone administration

Studio development

Education

Associate's Degree or technical equivalent

Tools

NICE CXone

IEX WFM

Interaction Analytics

Quality Management

Personal Connection Dialer

Feedback Management Survey

Job description

Endava is seeking a CCaaS Analyst to administer NICE CXone, develop Studio call flows, and lead Tier 2 incident responses. You will collaborate with IT and project teams to resolve complex issues, document solutions, and drive continuous improvement across the CCaaS environment.

You will analyze KPIs, support CRM integrations, and mentor Tier 1 staff, ensuring service levels are met and customer satisfaction remains high.