CXone Administrator II

About the role

As a CXone Administrator II, you will provide administrative and technical support for the NICE CXone platform, including configuration, troubleshooting, routing, and reporting. Working under the direction of the CXone Helpdesk Manager, this role is ideal for an experienced CXone Administrator who can independently manage core platform responsibilities while taking on increasingly complex technical issues and configuration work.

Key responsibilities

• Administer and maintain CXone functionality including users, agents, skills, queues, routing, callbacks, voicemail, and other platform configurations
• Investigate and troubleshoot platform issues, independently resolving issues within scope and escalating more complex technical issues with documented findings
• Support routing and configuration changes, with opportunities to expand technical capability within CXone Studio
• Build and maintain CXone reporting to support troubleshooting, platform performance, and operational needs
• Maintain accurate platform documentation and provide clear technical guidance to internal users and support teams

About you

• 2+ years of hands-on NICE CXone administration or support experience
• Demonstrated experience administering core CXone functionality including users, agents, skills, queues, routing, and related platform configuration
• Strong troubleshooting skills with the ability to investigate platform issues, identify likely causes, and determine appropriate resolution or escalation
• Demonstrated L1 CXone experience with readiness to take on more complex L2 responsibilities, or current experience performing L2-level CXone administration and support
• Experience using CXone reporting and platform data to support troubleshooting and operational decisions
• Experience with CXone Studio, including troubleshooting or modifying existing scripts
• Ability to build new CXone Studio scripts, queues, and skills
• Exposure to Salesforce or WFM integrations from an administrative or end-user perspective

Benefits

• Medical
• Dental
• Life Insurance
• PTO