NICE CXone Administrator

The NICE CXone Administrator is responsible for the administration, configuration, and ongoing support of the NICE CXone contact center platform in a large, enterprise environment. This role ensures platform stability, efficient call routing, accurate user provisioning, and a high-quality agent and customer experience. The administrator will serve as a technical subject matter expert for CXone, supporting 200+ users across multiple lines of business and partnering closely with operations, workforce management, and technology teams.

Key Responsibilities

Platform Administration & Configuration

· Administer and support the NICE CXone platform for a large-scale contact center environment supporting 200+ agents and supervisors.

· Manage user provisioning, deprovisioning, roles, permissions, skills, teams, and security profiles within CXone Admin and ACD modules.

· Maintain business continuity by ensuring routing accuracy, queue performance, and system availability across voice and digital channels.

· Serve as the primary escalation point for CXone-related incidents, including login issues, call routing failures, script errors, and performance concerns.

· Diagnose and resolve issues involving call flows, skills assignments, agent states, and system behaviors.

· Partner with NICE Support and internal technology teams to manage incidents, outages, defects, and platform upgrades.

· Provide timely communication and status updates to stakeholders during incidents or service disruptions.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

· 3+ years of hands-on experience administering NICE CXone (inContact) in a production enterprise environment.

· Strong expertise in CXone user management, skills, teams, roles, and security configuration.

· Demonstrated experience building and supporting Studio call scripts and IVR logic.

· Extensive experience configuring and supporting call routing rules and queue-based architectures.

· Proven ability to support large contact center environments (200+ users).

· Strong troubleshooting, analytical, and problem-solving skills.

· Ability to communicate effectively with both technical and non-technical stakeholders.

AWS Connect Experience

Salesforce Experience

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.