CX Systems Lead: 2nd/3rd Line (CXone, Zendesk)
Oryxalign Limited
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Benefits offered by this job
Job summary
OryxAlign Limited is seeking a Customer Experience Systems Specialist to own the administration, support, and continuous improvement of NICE CXone, Aircall, Zendesk, and SuperOffice CRM. You will ensure system availability, handle configurations, manage access, and support integrations with business stakeholders and external vendors.
You will translate business needs into technical requirements, develop dashboards, and drive automation to enhance user and customer experiences.
Qualifications
- Degree or diploma in IT or related discipline.
- Experience delivering 2nd/3rd line technical support.
- Experience administering CRM/Contact Centre platforms.
- Hands-on with one or more platforms listed.
- Strong documentation and process improvement skills.
Responsibilities
- Provide 2nd and 3rd line support for CX platforms.
- Manage user access, security roles, and permissions.
- Maintain platform configurations and governance.
- Support integrations between CX platforms and CRMs.
- Produce reports and dashboards to inform stakeholders.
- Collaborate with vendors and ICT teams for improvements.
Skills
Education
Tools
Job description
OryxAlign Limited is seeking a Customer Experience Systems Specialist to own the administration, support, and continuous improvement of NICE CXone, Aircall, Zendesk, and SuperOffice CRM. You will ensure system availability, handle configurations, manage access, and support integrations with business stakeholders and external vendors.
You will translate business needs into technical requirements, develop dashboards, and drive automation to enhance user and customer experiences.
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