CXOne System Administration

Simpliigence; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Simpliigence is seeking a Technical Support Analyst to support and optimize our large-scale contact center platforms within a fast-paced financial services environment. You will be the go-to technical partner for business units, resolving issues, improving processes, and ensuring reliable customer-facing operations.

This remote role requires 3–5 years in technical client support or a similar analyst position, plus experience with IVR, ACD, WFM, CRM integrations (Salesforce, ServiceNow), and SQL

Qualifications

• 3-5 years of experience in a Technical Client Support or Technical Analyst role.
• Bachelor's degree in Computer Science, Information Systems, or related field.
• Strong understanding of IVR, ACD, WFM, call routing, and reporting.
• Experience supporting large-scale contact center operations and application/product support.
• Proficiency in SQL querying and reporting.
• MS Office, including SharePoint, Visio, and Project.

Responsibilities

• Provide technical support for contact center applications, including IVR, ACD, call routing, WFM, and reporting.
• Troubleshoot and resolve incidents for internal and external clients, maintaining composure under pressure.
• Support CRM integrations (Salesforce, ServiceNow) and VoIP systems.
• Write SQL queries to build and validate reports.
• Document business problems and solutions accurately.
• Manage multiple projects and deadlines, driving process improvements.
• Collaborate with stakeholders ranging from non-technical users to developers.
• Mentor junior team members.

Skills

SQL querying

Analytical skills

Communication skills

Problem-solving

Technical support

Prioritization under pressure

Education

Bachelor's degree in Computer Science or related field

Tools

Salesforce

ServiceNow

SharePoint

Visio

Project

Job description

We are looking for a Technical Support Analyst to support and optimize our large-scale contact center platforms within a fast-paced financial services environment. You will be the go-to technical partner for business units, resolving issues, improving processes, and ensuring reliable customer-facing operations.

Mode of Work:Remote

Key Responsibilities

• Provide technical support for contact center applications, including IVR, ACD, call routing, WFM, and reporting
• Troubleshoot and resolve incidents for internal and external clients, maintaining composure under pressure
• Support CRM integrations (Salesforce, ServiceNow) and VoIP systems
• Write SQL queries to build and validate reports
• Document business problems and solutions accurately
• Manage multiple projects and deadlines, driving process improvements
• Collaborate with stakeholders ranging from non-technical users to developers
• Mentor junior team members

Required Qualifications

• 3-5 years of experience in a Technical Client Support or Technical Analyst role
• Bachelor's degree in Computer Science, Information Systems, or a related field
• Strong understanding of IVR, ACD, WFM, call routing, and reporting
• Experience supporting large-scale contact center operations and application/product support
• Working knowledge of SQL querying and reporting
• Proficiency in MS Office, including SharePoint, Visio, and Project
• Strong analytical, critical-thinking, and problem-solving skills
• Excellent interpersonal and communication skills, with a strong client service orientation
• Ability to prioritize in a high-pressure environment; self-motivated and follow-through oriented

Preferred Qualifications

• Certifications such as NICE CXone, CCNA, or ITIL
• Familiarity with WFM tools, Salesforce, ServiceNow, and VoIP
• Project management or process improvement experience
• Background in financial services technology.