CXOne System Admin & IVR Workflow Specialist

inspiracareers; Oak Brook (IL); Remote; USD 70,000 - 95,000; Full time

Job summary

Inspira is seeking an IT Operations Admin II to support CXOne applications, manage system configurations, and tailor IVR workflows. You will collaborate with Operations and Client Service to streamline processes, monitor performance, and ensure security and compliance across telecom platforms.

The role requires hands-on troubleshooting, incident response, and mentoring teammates while contributing to continuous improvement in a fast-paced financial services environment.

Qualifications

• 3–5 years in Technical Client Support or Technical Analyst roles
• Bachelor’s degree in computer science or related field
• Certifications such as NICE CXOne, CCNA, ITIL are a plus
• Experience supporting large-scale contact center operations
• Familiarity with WFM, CRM integrations (Salesforce, ServiceNow) and VoIP systems
• Project management or process improvement experience
• Strong understanding of IVR, ACD, Workforce Management, call routing and reporting functionalities
• Experience in fast-paced financial services environments
• MS Office including SharePoint, Visio, and Project
• Strong client service orientation and analytical/problem-solving skills
• Ability to prioritize and manage multiple tasks in high-pressure environment
• Strong interpersonal and oral communication skills
• Ability to mentor junior team members

Responsibilities

• Serve as in-house expert for CXOne system administration, configuration, and troubleshooting
• Design and develop IVR workflows using CXOne Studio
• Integrate CXOne with external systems via APIs (REST, SOAP, SQL)
• Configure users, skills, campaigns, and dashboards
• Ensure CXOne configurations meet security policies and compliance standards (PCI, HIPAA)
• Provide day-to-day operational support for telecom systems and SLAs
• Collaborate with business units and IT to enable CXOne enhancements by analyzing customer interaction data
• Identify and mitigate risks related to system performance and security
• Develop and maintain documentation, workflows, escalation procedures
• Manage vendor interactions and reduce external dependencies
• Support incident response, root cause analysis, and outages resolutions
• Contribute to strategic planning for system scalability and future tech
• Configure and optimize CXOne workflows with Salesforce and Omilia
• Train and mentor internal teams on CXOne tools and best practices
• Triage incoming tickets for applications and servers; analyze trends to prevent incidents
• Test fixes and perform post-resolution follow-ups
• Assist in maintenance and performance improvements of software/applications
• Stay current on trends in software technology related to applications
• Cross-train to improve cross-functional support
• Ensure application/system quality, integrity, and performance
• Provide hands-on management for mission-critical systems
• Assist with unit testing, debugging, and code releases

Skills

CXOne

IVR workflows

APIs REST & SOAP & SQL

Security & compliance

SLA monitoring

Education

Bachelor’s degree in CS/IS or related field

CXOne/CCNA/ITIL certifications

Tools

CXOne Studio

Salesforce

Omilia

SQL

Job description

Inspira is seeking an IT Operations Admin II to support CXOne applications, manage system configurations, and tailor IVR workflows. You will collaborate with Operations and Client Service to streamline processes, monitor performance, and ensure security and compliance across telecom platforms.

The role requires hands-on troubleshooting, incident response, and mentoring teammates while contributing to continuous improvement in a fast-paced financial services environment.