Senior Administrator - Cisco Contact Center

Job Summary

Responsible for day-to-day operations, monitoring, and L1/L2-level support of NICE CXone platform ensuring SLA adherence and service continuity.

Manage users, roles, teams, licensing, and agent setup Support ACD routing (skills, queues, DNIS/ANI, callbacks, voicemails) Perform basic IVR / Studio script updates and testing Handle incident triage (L1/L2), severity classification, and vendor coordination Monitor and support CRM/CTI integrations and SSO issues Execute approved changes, UAT validation, and production checks Maintain runbooks, SOPs, and knowledge articles Provide incident updates and stakeholder communication

Stakeholder management\\r\\n Analytical thinking and troubleshooting\\r\\n Ability to handle high-pressure incidents calmly

Key Responsibilities

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Skill Requirements

NICE CXone platform administration ACD / Omnichannel routing configuration CXone Studio / IVR scripting API integrations (REST, SSO, CTI) Contact center operations and workflows

Other Requirements

ITIL-based Incident, Problem, and Change Management Production support and release management practices Strong communication (verbal & written)