Contact Center Administrator

Bachelor’s Degree or work-related experience 5 or more years of successful experience in a contact center operations environment 5 years’ experience working in a customer service type of environment Experience with CXone (NICE inContact) required, scripting experience preferred Extensive knowledge of contact center technology (Automatic Call Distribution [ACD], Interactive Voice Response [IVR], Quality Management [QM]) tools Collaborative attitude Strong verbal and written communication skills Relentless attention to detail Strong analytical, reasoning, and problem-solving skills Innovative and strategic thinker capable of taking initiative

Manage Contact Center Software and tools efficiently (i.e. CXone User Hub, ACD, IVR, Performance Management) Become a SME (subject matter expert) in products, processes, and systems used by contact center users Own technical configuration of system as required including new product rollout and adoption Analyze IVR routing to ensure proper destination and outcomes Provide business analysis, business area assessment, user needs analysis Regularly review and refine dashboard reporting and performance management for consistency and clarity Ensure managerial users can access, comprehend, and utilize platform tools including Performance Management, Quality Management, and Interaction Analytics or equivalent applications Identify campaign process and performance gaps and collaborate with leadership and center management to develop action plans based on findings Work cross functionally with call center management to evaluate KPIs and performance at the team and individual level Troubleshoot issues and outages and submit support cases as needed Communicate new/revised processes and changes to team; ensure understanding of information and implementation of process/changes