Onsite Cloud Contact Center Specialist - Glendale

BluIP Inc.; Las Vegas (NV); Sur place; USD 85 000 - 110 000; Plein temps

Résumé du poste

BluIP Inc. is seeking a hands-on, customer-focused Contact Center Support Specialist to join our team onsite in Glendale, CA.

You will be the technical expert for our cloud contact center platform, supporting the UCaaS & CCaaS solutions for hospitality, healthcare, and enterprise clients nationwide. You’ll configure, troubleshoot, and optimize CXone features, build automation with CXone Studio, and act as a escalation point for production issues in a mission-critical, 24/7 environment.

Qualifications

• Bachelor's degree in computer science, information technology, or a related field.
• 2–3+ years of experience in cloud contact center administration or support.
• Strong hands‑on experience with NICE CXone cloud platform (including CXone Studio).
• Solid understanding of contact center fundamentals: ACD, IVR, routing, and omnichannel environments.
• Strong SQL skills for reporting and analysis.
• Experience with API integrations, CRM systems, and web services.
• Strong troubleshooting, incident resolution, and remote technical support skills.
• Clear communication and teamwork abilities.

Responsabilités

• Support, configure, and optimize enterprise contact center platforms.
• Configure and maintain core capabilities: IVR, ACD, call routing strategies, digital channels, workforce optimization, quality management, and reporting.
• Build and update CXone Studio scripts, workflows, and automation/AI‑driven engagement tools.
• Serve as a technical escalation point for production issues, outages, and complex incidents.
• Troubleshoot routing, call flow, telephony, audio, API, and integration issues.
• Support migration activities from on‑premise contact center environments to NICE cloud.
• Manage platform releases, upgrades, testing, and production deployments.
• Partner with business stakeholders, implementation teams, and vendor partners during rollout and ongoing support.
• Analyze contact center data, generate reports, and support operational decision‑making.
• Use SQL and Databricks for reporting, validation, and data analysis.
• Monitor platform health, system performance, reliability, and daily call/usage metrics.
• Contribute to root cause analysis, platform improvements, and ongoing stability efforts.
• Identify opportunities for automation and process improvement.

Connaissances

NICE CXone

SQL

APIs

CRM integrations

Remote support

Communication

Troubleshooting

Formation

Bachelor's degree in CS/IT

Outils

Databricks

CXone Studio

Description du poste

BluIP Inc. is seeking a hands-on, customer-focused Contact Center Support Specialist to join our team onsite in Glendale, CA.

You will be the technical expert for our cloud contact center platform, supporting the UCaaS & CCaaS solutions for hospitality, healthcare, and enterprise clients nationwide. You’ll configure, troubleshoot, and optimize CXone features, build automation with CXone Studio, and act as a escalation point for production issues in a mission-critical, 24/7 environment.