Application Support Analyst

📋 Description

• Act as the primary escalation point for Tier 2 customer incidents that cannot be resolved by the
• Perform comprehensive administrative tasks within NICE CXone, including onboarding new hires
• Utilize NICE CXone Studio to modify and enhance existing call flows and routing strategies for
• Take the lead in assisting teammates, partnering closely with internal IT teams, project managers
• Document solutions to escalated issues, create, update, and publish comprehensive knowledge base
• Monitor and analyze call center KPIs, performance metrics, and trends to ensure service level

🎯 Requirements

• 2-4 years of experience in the administration and support of NICE CXone CCaaS platform or similar
• Exceptional interpersonal and people skills, with a proven ability to collaborate effectively with
• Forward-thinking problem solver with a strong dedication to documenting technical solutions and
• 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
• NICE CXone certifications or related contact center technology certifications are a strong plus.

🎁 Benefits

• Competitive salary package, share plan, company performance bonuses, value-based recognition
• Career coaching, global career opportunities, non-linear career paths, internal development
• Complex projects, rotations, internal tech communities, training, certifications, coaching, online
• Hybrid work and flexible working hours, employee assistance programme.
• Global internal wellbeing programme, access to wellbeing apps.
• Global internal tech communities, hobby clubs and interest groups, inclusion and diversity