IDR is seeking a NiCE CXone Application Analyst III to join one of our top clients for a remote opportunity. This role involves managing day-to-day contact center platform administration, development, and support to ensure optimal customer experience. The company operates within the contact center technology industry, with a focus on streamlining communication workflows and improving operational performance.
Position Overview for the NiCE CXone Application Analyst III:
- Responsible for the administration, optimization, and Tier 2 support of the NICE CXone contact center platform.
- Acts as the primary escalation point for technical issues and manages incident resolution.
- Develops and modifies call flows and routing strategies using NICE CXone Studio.
- Collaborates with internal IT teams and project management to support platform integrations and migrations.
- Maintains documentation of technical solutions and supports continuous process improvements.
Requirements for the NiCE CXone Application Analyst III:
- 2-4 years of experience supporting the NICE CXone CCaaS platform or similar enterprise contact center systems.
- Strong troubleshooting skills with hands-on experience in CXone administration and Studio development.
- Experience with contact center platform migrations and integrations, including aspects of user setup and call flow scripting.
- Ability to troubleshoot and modify existing scripts, create new scripts, and troubleshoot call flow issues.
- Bachelors degree in computer science or related field, or equivalent professional experience.
What's in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25+ Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.