NiCE CXOne Administrator (Onsite-Scottsdale)

Welcome to ONE! While were headquartered in sunny Arizona, weve always got travel on our minds.

Were in the business of creating transformational technology and business solutions using our decades of expertise creating unique travel programs and products combined with next generation technology.

We are seeking a NiCE CXOne Administrator to support the administration, configuration, maintenance, and ongoing optimization of our CXOne contact center platform.

This role will manage day-to-day platform administration, including users, teams, security profiles, POCs, ACD skills, routing, Studio scripts, reporting, quality and workforce management support, and integrations with connected business systems.

The ideal candidate is detail-oriented, service-minded, comfortable with learning business operations and technology used to improve customer interactions, platform reliability, user adoption, and overall agent/customer experience.

This opportunity is an onsite role located in Scottsdale, AZ Responsibilities Administer and configure the NiCE CXone platform, including employee profiles, teams, groups, security profiles, roles, permissions, business units, ACD users, and platform-wide settings.

Configure and maintain ACD skills, points of contact, dispositions, campaigns, routing priorities, queue behavior, after-call work settings, service levels, and hours of operation.

Design, build, test, and support IVR flows, Studio scripts, skill-based routing, call distribution logic, screen pops, callbacks, overflow paths, and automated workflows.

Support omnichannel contact center capabilities across voice, chat, email, SMS, digital messaging, and outbound engagement where applicable.

Troubleshoot and resolve platform, routing, user access, call handling, reporting, integration, and script issues; perform root-cause analysis and document corrective actions.

Support integrations between CXone and connected systems, including CRM platforms, telephony services, workforce management, quality management, reporting tools, APIs, and other business applications.

Monitor platform performance, routing outcomes, service levels, call quality trends, agent availability, and operational KPIs to identify improvement opportunities.

Maintain reporting, dashboards, data access, and analytics support for contact center leaders and operational teams.

Support Quality Management and Workforce Management configuration needs, including user visibility, team alignment, scheduling units, recording access, evaluations, and related operational workflows.

Assist with onboarding, role changes, offboarding, documentation, governance, change control, testing, release readiness, and platform adoption activities.

Support AI-enabled features, automation, and process improvements that enhance productivity, customer experience, and contact center performance.

Partner with internal stakeholders, vendors, and support teams to implement enhancements, resolve incidents, and ensure the platform sup...