NiCE CXone Application Analyst III

IDR; Malvern (Chester County); Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Full benefits package

Job summary

IDR is seeking a NiCE CXone Application Analyst III for a remote opportunity. You will manage day-to-day CXone administration, development, and support to ensure optimal customer experience.

The role involves incident resolution, call flow scripting, and collaboration with IT and PM teams. Qualifications include 2-4 years in CXone CCaaS, strong troubleshooting and Studio development experience, and a Bachelor’s degree or equivalent work history.

Qualifications

• 2-4 years of experience supporting the NICE CXone CCaaS platform or similar enterprise contact center systems.
• Strong troubleshooting skills with hands-on experience in CXone administration and Studio development.
• Experience with contact center platform migrations and integrations, including user setup and call flow scripting.

Responsibilities

• Administer, optimize and support the NICE CXone platform.
• Serve as primary escalation point for technical issues and incident resolution.
• Develop and modify call flows and routing strategies using CXone Studio.
• Collaborate with IT and PM teams to support platform integrations and migrations.

Skills

CXone administration

Studio development

Troubleshooting

Call flow scripting

Education

Bachelor's degree in CS or related field

Tools

NICE CXone Studio

CXone CCaaS

Job description

IDR is seeking a NiCE CXone Application Analyst III to join one of our top clients for a remote opportunity. This role involves managing day-to-day contact center platform administration, development, and support to ensure optimal customer experience. The company operates within the contact center technology industry, with a focus on streamlining communication workflows and improving operational performance.

Position Overview for the NiCE CXone Application Analyst III:

• Responsible for the administration, optimization, and Tier 2 support of the NICE CXone contact center platform.
• Acts as the primary escalation point for technical issues and manages incident resolution.
• Develops and modifies call flows and routing strategies using NICE CXone Studio.
• Collaborates with internal IT teams and project management to support platform integrations and migrations.
• Maintains documentation of technical solutions and supports continuous process improvements.

Requirements for the NiCE CXone Application Analyst III:

• 2-4 years of experience supporting the NICE CXone CCaaS platform or similar enterprise contact center systems.
• Strong troubleshooting skills with hands-on experience in CXone administration and Studio development.
• Experience with contact center platform migrations and integrations, including aspects of user setup and call flow scripting.
• Ability to troubleshoot and modify existing scripts, create new scripts, and troubleshoot call flow issues.
• Bachelors degree in computer science or related field, or equivalent professional experience.

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing Client and Talent Award winner 12 years in a row.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.