Job Description

Senior CXOne Administrator

Location: Bangalore, India

Experience: 3–5+ Years

Work Model: Onsite/Hybrid

Employment Type: Full-Time / Contract

Position Summary

We are looking for a Senior CXOne Administrator to join our Technology/Application Operations team. The ideal candidate will have strong hands-on experience with NICE CXone administration, configuration, IVR development, integrations, troubleshooting, and contact center operations.

This role will serve as an in-house CXone Subject Matter Expert, partnering with Operations, Client Services, IT, and Business teams to maintain system stability, improve workflows, support integrations, and drive continuous improvement across the telecom environment.

Key Responsibilities

Administer, configure, troubleshoot, and support the NICE CXone platform.
Design and develop IVR workflows using CXone Studio.
Configure users, skills, campaigns, dashboards, routing, ACD, and reporting.
Develop and support integrations using REST APIs, SOAP, and SQL.
Integrate CXone with platforms such as Salesforce and Omilia.
Support large-scale contact center and telecom operations.
Monitor system performance, availability, security, and reliability.
Troubleshoot incidents, perform root-cause analysis, and implement corrective actions.
Analyze customer interaction data and recommend improvements to routing, workflows, and self-service options.
Ensure CXone configurations align with security and compliance requirements, including PCI and HIPAA.
Maintain technical documentation, workflows, escalation procedures, and support processes.
Manage application support tickets, investigate defects, test fixes, and perform post-resolution validation.
Support application upgrades, releases, unit testing, debugging, and enhancements.
Identify potential single points of failure and improve system redundancy and scalability.
Work closely with vendors while reducing dependency on external support.
Train and mentor internal teams on CXone tools, features, and best practices.
Collaborate with technical and non-technical stakeholders to deliver business requirements.

Required Skills

Strong hands-on experience with NICE CXone administration and configuration.
Experience with CXone Studio and IVR development.
Strong understanding of IVR, ACD, call routing, WFM, and contact center reporting.
Experience with REST/SOAP APIs and SQL.
Experience integrating CXone with Salesforce, ServiceNow, Omilia, or similar platforms.
Experience supporting VoIP/contact center technologies.
Strong troubleshooting, incident management, and root-cause analysis skills.
Working knowledge of SQL queries and reporting.
Experience with application support, testing, debugging, releases, and upgrades.
Strong analytical and problem-solving capabilities.
Excellent communication and stakeholder-management skills.

Preferred Qualifications

Bachelor's degree in Computer Science, Information Systems, or a related field.
3–5+ years of experience in Technical Support, Technical Analyst, Application Support, or similar roles.
Experience supporting enterprise-scale contact center environments.
NICE CXone certifications are a plus.
CCNA / ITIL certifications are a plus.
Experience in financial services or other highly regulated environments.
Knowledge of PCI/HIPAA compliance.
Experience with SharePoint, Visio, and Microsoft Project.
Project management or process improvement experience.
Ability to mentor junior team members and work effectively in a high-pressure environment.