Reporting to the Chief of Staff for IT, the Customer Contact Administrator is responsible for overall administration of the Nice CXone system, overseeing and optimizing utilization to manage omnichannel customer interactions, drive operational efficiency, and enhance customer satisfaction. Responsibilities include the administration, configuration, and maintenance of the NiCE CXone cloud-based contact center platform. This includes IVR administration, call campaigns, inbound and outbound skills, outbound dialer strategy development and execution, omnichannel development, agent assistance and scripting. The Customer Contact Admin must be able to understand the inter-relationships between multiple companies within the company and configure the system to best support the enterprise as a whole. This position requires an in-depth knowledge of how to create dashboards, queue boards, develop and deliver scorecards and reports, along with the ability to monitor the health of the call center & workforce utilization on a real-time basis. Ongoing thoughtful collaboration with IT, contact center leadership, and other stakeholders is critical to ensure the platform meets operational needs, leverages all available features, and maintains high performance and security standards
What you'll be doing:
- Manage and configure the NiCE CXone platform, including ACD (Automatic Call Distribution), IVR (Interactive Voice Response), omnichannel routing (voice, email, chat, SMS, social media) and WFM (workforce management) tools.
- Set up and maintain user accounts, roles, permissions, and skills-based routing for agents and supervisors.
- Customize workflows, scripts, and call flows using NiCE CXone Studio to align with business requirements.
- Monitor system performance, uptime, and scalability to support the organization at an enterprise level.
- Utilize NiCE CXone analytics and reporting tools to track KPIs (e.g., average handle time, first call resolution, customer satisfaction) and provide actionable insights to business leadership.
- Integrate NiCE CXone with existing business systems to ensure seamless data flow and context preservation across customer interactions.
- Provide Tier 2 and 3 technical support for contact center staff, resolving system issues, and escalating complex problems to NiCE support as needed.
- Conduct training sessions for agents, supervisors, and managers on NiCE CXone features, best practices, and updates. Provide content and input for related communications.
- Develop and maintain documentation, including system configurations, processes, and troubleshooting guides.
- Stay updated on NiCE CXone releases, features, and industry trends to recommend enhancements that improve the customer experience and operational efficiency.
- Lead cross-functional meetings that recap current performance, trends in other performance, root cause analysis of service failures, and drive accountable parties for results against related action plans.
- Conduct monthly analysis to identify opportunities to improve service levels, costs, and employee satisfaction
- Develop recommendations and articulate strategies effectively to cross-functional partners
- Lead outbound dialing efforts via outbound dialing strategy, dialing performance analysis and reporting.
- Build and maintain strong relationships with key stakeholders across multiple lines of business.
- Develop domain knowledge of Fay's business to include an understanding of short-term goals and long-term strategies for the organization.
- Ensure compliance with Fay's policies, processes, and practices.
- Maintain a current working knowledge of federal, state, and local regulatory requirements; ensure audit and control processes are current and followed in compliance with federal/ state requirements.
- Role model ethical standards, professionalism, and code of conduct; ensure demonstrated behaviors align with Fay's Values and Operating Principles.
- Perform other duties and responsibilities as assigned.
Qualifications Required
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
- 5+ years' experience administering a CCaaS platform, with at least 2 years with NICE CXone.
- Proven experience managing an enterprise-scale contact center system
- Familiarity with cloud-based technologies and omnichannel contract center operations
- Proficiency in NiCE CXone administration, including Studio scripting, WFM, and analytics dashboards
- Knowledge of telephony systems, APIs, and integrations with CRM and other enterprise software
- Basic understanding of AI and automation tools within contact center platforms
- Experience with the Velocify lead management system is preferred
- Proficiency with MS Office suite of tools