Senior CCaaS Application Support Analyst

Harvey Nash; United States; On-site; USD 85,000 - 110,000; Full time

Job summary

Harvey Nash is seeking an Application Support Analyst III to manage, support, and optimize enterprise CCaaS solutions with a focus on NICE CXone administration and Studio development. You will act as an escalation point for complex incidents affecting contact center operations and work closely with Tier I teams to ensure minimal disruption and a seamless customer experience.

The role emphasizes strong troubleshooting, cross-functional collaboration, and documentation of technical solutions for

Qualifications

• 2–4 years of experience administering and supporting NICE CXone.
• Hands-on experience with NICE CXone Studio and call-flow configuration.
• Strong troubleshooting, analytical, communication, and stakeholder-management skills.
• Experience documenting technical solutions and supporting frontline service desk operations.
• Associate degree, technical apprenticeship, or equivalent professional experience.

Skills

NICE CXone administration

NICE CXone Studio

Call-flow configuration

Troubleshooting

Documentation

Cross-team collaboration

Education

Associate degree / technical apprenticeship

Job description

Harvey Nash is seeking an Application Support Analyst III to manage, support, and optimize enterprise CCaaS solutions with a focus on NICE CXone administration and Studio development. You will act as an escalation point for complex incidents affecting contact center operations and work closely with Tier I teams to ensure minimal disruption and a seamless customer experience.

The role emphasizes strong troubleshooting, cross-functional collaboration, and documentation of technical solutions for