Application Support Analyst III

Job Title: Application Support Analyst III
Location: Malvern, PA / Remote

Duties:

The CCaaS (Contact Center as a Service) Analyst is responsible for the day-to-day administration, optimization, and Tier 2 support of DaVita's contact center solutions. Serving as the primary escalation point for issues the service desk cannot resolve, this role combines strong technical troubleshooting with exceptional people skills. The Analyst focuses on comprehensive CCaaS administration, Studio development for existing call flows, and cross-functional collaboration. By maintaining a forward-thinking approach, this role not only resolves immediate technical challenges but also drives continuous improvement through the creation of knowledge base articles to empower Tier 1 support and prevent future escalations.

• Tier 2 Incident Management: Act as the primary escalation point for Tier 2 customer incidents that cannot be resolved by the service desk. Provide prompt, efficient, and empathetic technical support to ensure minimal disruption to contact center operations.
• CXone Administration: Perform comprehensive administrative tasks within NICE CXone, including but not limited to onboarding new hires, managing user configurations, setting up dispositions, configuring After Call Work (ACW) settings, creation of skills, campaigns, and teams among many other tasks.
• Studio Development: Utilize NICE CXone Studio to modify and enhance existing call flows and routing strategies for voice, chat, email, and SMS channels based on evolving business requirements.
• Cross-Functional Collaboration: Take the lead in assisting teammates, partnering closely with internal IT teams, project managers, and other DaVita resources to drive swift and effective issue resolution.
• Proactive Knowledge Management: Maintain a forward-thinking approach by documenting solutions to escalated issues. Create, update, and publish comprehensive knowledge base articles to train Tier 1/Service Desk analysts, effectively reducing future escalation volumes.
• Data Analysis & Optimization: Monitor and analyze call center KPIs, performance metrics, and trends to ensure service level agreements are met and to support continuous operational improvements.
• Platform Support & Integration Awareness: Support the broader CCaaS ecosystem and maintain a working knowledge of its integrations with key CRM platforms like Salesforce, ServiceNow, and EPIC.

Skills:

• 2-4 years of experience in the administration and support of NICE CXone CCaaS platform or similar enterprise contact center systems.
• Exceptional interpersonal and people skills, with a proven ability to collaborate effectively with both technical and non-technical stakeholders.
• Forward-thinking problem solver with a strong dedication to documenting technical solutions and mentoring frontline support teams.
• Strong preference for hands-on experience with NICE CXone administration and Studio development.
• Experience with other NICE products such as IEX WFM, Interaction Analytics, Quality Management, Personal Connection Dialer, and Feedback Management Survey is highly desired.
• NICE CXone certifications or related contact center technology certifications are a strong plus

Education: Associate's Degree, technical apprenticeship, or equivalent professional experience required.