CXOne Administrator: Omnichannel Center Specialist

ONE (Open Network Exchange); Scottsdale (AZ); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Exclusive travel discounts

Medical Insurance

Dental & Vision Insurance

401(k)

Life & AD&D

Parking

Culture & Team events

Job summary

ONE (Open Network Exchange) in Scottsdale, AZ, is seeking a NiCE CXone Administrator to manage the CXone platform, users, routing, and Studio scripts to optimize customer interactions.

The role covers IVR design, disposition management, and cross-functional integrations with CRM and other business systems; onsite work in Scottsdale is required. The candidate should be detail-oriented and service-minded, with hands-on CXone experience.

Qualifications

• Minimum 1 year of hands-on NiCE CXone administration or configuration experience in a contact center environment.
• Experience with core CXone capabilities including Admin, ACD, Studio, Digital Experience, reporting, Quality Management, Workforce Management, and outbound engagement tools such as SmartReach or Personal Connection.
• Experience configuring users, teams, security profiles, roles, skills, dispositions, schedules, service levels, and queue or routing settings.
• Ability to build, test, troubleshoot, and maintain basic Studio scripts, IVR flows, routing logic, screen pops, and automated workflows.
• Understanding of contact center operations, including ACD routing, IVR design, queue management, agent states, service levels, workforce processes, quality monitoring, and customer interaction channels.

Responsibilities

• Administer and configure the NiCE CXone platform, including employee profiles, teams, groups, security profiles, roles, permissions, business units, ACD users, and platform-wide settings.
• Configure and maintain ACD skills, points of contact, dispositions, campaigns, routing priorities, queue behavior, after-call work settings, service levels, and hours of operation.
• Design, build, test, and support IVR flows, Studio scripts, skill-based routing, call distribution logic, screen pops, callbacks, overflow paths, and automated workflows.
• Support omnichannel contact center capabilities across voice, chat, email, SMS, digital messaging, and outbound engagement where applicable.
• Troubleshoot and resolve platform, routing, user access, call handling, reporting, integration, and script issues; perform root-cause analysis and document corrective actions.
• Support integrations between CXone and connected systems, including CRM platforms, telephony services, workforce management, quality management, reporting tools, APIs, and other business applications.
• Monitor platform performance, routing outcomes, service levels, call quality trends, agent availability, and operational KPIs to identify improvement opportunities.
• Maintain reporting, dashboards, data access, and analytics support for contact center leaders and operational teams.
• Support Quality Management and Workforce Management configuration needs, including user visibility, team alignment, scheduling units, recording access, evaluations, and related operational workflows.
• Assist with onboarding, role changes, offboarding, documentation, governance, change control, testing, release readiness, and platform adoption activities.
• Support AI-enabled features, automation, and process improvements that enhance productivity, customer experience, and contact center performance.
• Partner with internal stakeholders, vendors, and support teams to implement enhancements, resolve incidents, and ensure the platform supports business goals and expected outcomes.

Skills

CXone administration

ACD routing

Studio scripting

Digital Experience

Reporting & analytics

Quality Management

Workforce Management

Outbound engagement tools

API integrations

VoIP/SIP/CTI

Tools

Salesforce integration

Job description

ONE (Open Network Exchange) in Scottsdale, AZ, is seeking a NiCE CXone Administrator to manage the CXone platform, users, routing, and Studio scripts to optimize customer interactions.

The role covers IVR design, disposition management, and cross-functional integrations with CRM and other business systems; onsite work in Scottsdale is required. The candidate should be detail-oriented and service-minded, with hands-on CXone experience.