NiCE CXOne Administrator (Onsite-Scottsdale)

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

Welcome to ONE!

While we’re headquartered in sunny Arizona, we’ve always got travel on our minds. We’re in the business of creating transformational technology and business solutions using our decades of expertise creating unique travel programs and products combined with next generation technology.

Brief Description

Welcome to ONE!

While we’re headquartered in sunny Arizona, we’ve always got travel on our minds. We’re in the business of creating transformational technology and business solutions using our decades of expertise creating unique travel programs and products combined with next generation technology. We are seeking a NiCE CXOne Administrator to support the administration, configuration, maintenance, and ongoing optimization of our CXOne contact center platform. This role will manage day-to-day platform administration, including users, teams, security profiles, POCs, ACD skills, routing, Studio scripts, reporting, quality and workforce management support, and integrations with connected business systems. The ideal candidate is detail-oriented, service-minded, comfortable with learning business operations and technology used to improve customer interactions, platform reliability, user adoption, and overall agent/customer experience. This opportunity is an onsite role located in Scottsdale, AZ.

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.

Requirements

• Minimum 1 year of hands-on NiCE CXone administration or configuration experience in a contact center environment.
• Working knowledge of 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, points of contact, 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.
• Strong analytical and problem-solving skills with the ability to use reports, dashboards, logs, and operational data to identify issues and recommend improvements.
• Strong communication, documentation, and stakeholder-management skills, with the ability to explain technical concepts to business users and support teams.
• Technical familiarity with VoIP, SIP, call flows, CTI, API integrations, JSON, RESTful services, authentication concepts, and data exchange between platforms.
• Ability to manage priorities, follow change-control practices, test configuration changes, and support production issues with a customer-focused mindset.
• Willingness to learn new CXone features, AI capabilities, automation tools, and contact center technologies as the platform evolves.
• Ability to work on-site and collaborate closely with cross-functional teams.
• Preferred: hands-on experience configuring and supporting CXone integrations with Salesforce or similar CRM platforms, including screen pops, data dips, and agent workflow support.

What We Offer

• Exclusive Team Member Travel Discounts
• Affordable Medical Insurance
• 100% Employer Paid Dental and Vision Insurance
• HSA with Company Contribution
• 401(k)
• Basic and Voluntary Life & AD&D
• Pet Benefits
• Covered Parking
• Amazing Culture!

Office Highlights – Scottsdale, AZ

• Modern office design
• A fully equipped gym is available to all employees
• Basketball Court – Perfect way to take a break and recharge during the day!

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)
• ONE* is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.