Title – Sr NICE CXone Admin/Engineer Location: remote- CST What we need:

• Strong communication
• Senior/lead level resource
• Needs to have strong Cxone scripting experience specifically with Practive XS scripting

Required Skills & Experience Cxone extensive knowledge - 7-10 years Cxone Scripting, triage, troubleshooting, case action Proactive XS Scripting Experience with CRM-integrated contact center technology platforms such as contact routing, outbound dialer, soft phone, etc. Advanced experience working with Excel required Project management and organizational skills, and a strong ability to prioritize Strong quantitative and qualitative analytical abilities Eagerness for continuous learning and development Excellent interpersonal skills, ability to work across the organization Ability to assist end users and help them navigate their day-to-day business processes in Salesforce Undergraduate degree Some travel required (10%)

Job Description

The NICE CXone Administrator reports to the Salesforce Administrator Team Lead and is responsible for designing and implementing solutions that optimize the inside sales team's workflows and help drive efficiency. The NICE CXone Administrator supports and collaborates with the sales team members at all levels, and serves as the go-to resource for all CMR data management and reporting best practices. Core Responsibilities Support the SalesForce Administrator Team Lead in administering NICE CXone for the inside sales call center, which includes: Managing and responding to end user support and customization requests Managing and customizing dashboards and reports for various teams Performing routine data clean-up functions Performing mass data imports/updates as needed Partner with the Business Systems Analyst, Call Center Operations to identify opportunities for improvement and translate business requirements into technical solutions within the CRM Serve as a mentor to junior administrators on the team and a resource for guidance on best practices Assists in the development and reporting of key sales performance metrics to help drive increased sales productivity