Sr NICE CXone Admin/Engineer

ITMC Systems, Inc; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

ITMC Systems, Inc is seeking a NICE CXone Administrator in the United States responsible for optimizing workflows for the inside sales team. The role involves managing user support and customizing CRM solutions, collaborating closely with the sales team. Ideal candidates will have strong experience in Cxone scripting, CRM-integrated technology, and effective project management skills. Some travel (10%) is required, and the position emphasizes continuous learning and teamwork.

Qualifications

• 7-10 years of extensive knowledge in Cxone.
• Experience with Salesforce CRM to assist end users.
• Ability to mentor junior administrators.

Responsibilities

• Administer NICE CXone for inside sales call center.
• Manage end user support and customization requests.
• Customize dashboards and reports for teams.
• Conduct mass data imports/updates as needed.
• Identify improvement opportunities with the Business Systems Analyst.
• Develop key sales performance metrics.

Skills

Cxone scripting experience with Practive XS

CRM-integrated contact center experience

Advanced Excel skills

Project management skills

Organizational skills

Analytical abilities

Interpersonal skills

Job description

Required Skills & Experience

• Strong Cxone scripting experience specifically with Practive XS scripting

Cxone extensive knowledge - 7-10 years

Proactive XS Scripting

Experience with CRM-integrated contact center technology platforms such as contact routing, outbound dialer, soft phone, etc.

Advanced experience working with Excel required

Project management and organizational skills, and a strong ability to prioritize

Strong quantitative and qualitative analytical abilities

Eagerness for continuous learning and development

Excellent interpersonal skills, ability to work across the organization

Ability to assist end users and help them navigate their day-to-day business processes in Salesforce

Some travel required (10%)

Job Description

The NICE CXone Administrator reports to the Salesforce Administrator Team Lead and is responsible for designing and implementing solutions that optimize the inside sales team's workflows and help drive efficiency. The NICE CXone Administrator supports and collaborates with the sales team members at all levels, and serves as the go-to resource for all CMR data management and reporting best practices.

Core Responsibilities

Support the SalesForce Administrator Team Lead in administering NICE CXone for the inside sales call center, which includes:

• Managing and responding to end user support and customization requests
• Managing and customizing dashboards and reports for various teams
• Performing mass data imports/updates as needed
• Partner with the Business Systems Analyst, Call Center Operations to identify opportunities for improvement and translate business requirements into technical solutions within the CRM
• Serve as a mentor to junior administrators on the team and a resource for guidance on best practices
• Assists in the development and reporting of key sales performance metrics to help drive increased sales productivity