Responsibilities
- Maintain and support enterprise-level contact center and corporate telecom infrastructure.
- Design, configure, test, and improve platform components such as call routing logic, IVR scripts, operating hours, and address book transfers to align with business needs.
- Manage the portfolio of toll-free and DID telephone numbers, including porting requests, documentation, and periodic usage analysis for cost and operational efficiency.
- Act as the primary technical administrator and lead for the Nice inContact CXOne platform, covering ACD, IVR, Auto Dialer, OMNI Channel, WFM, Studio, and interaction analytics.
- Administer Freshdesk and Freshchat systems, including ticket workflows, automation rules, SLA configurations, routing logic, and user access controls.
- Develop and deploy advanced call flow architectures using Nice Studio scripting across voice, email, and chat communication channels.
- Build and maintain API integrations between backend systems and third-party software applications.
- Collaborate with internal teams and mentor colleagues to strengthen support for telecom systems, involving cross-functional experts in API development, databases, storage, and networking.
- Partner with leadership to manage stakeholder expectations, vendor relationships, support tickets, service level agreements, billing reviews, and cost-saving initiatives.
- Work with management to ensure smooth system operations, continuous enhancements, and the deployment of new client-facing solutions.
- Perform advanced diagnostics and resolution for contact center technical issues, call routing errors, and integration failures.
- Review, update, and maintain operational policies, business continuity plans, and disaster recovery documentation.
- Produce and manage system documentation, call flow diagrams, standard operating procedures, and knowledge base entries for recurring issues and fixes.
- Contribute to the design, planning, and execution of disaster recovery testing and preparedness activities.
- Participate in an on-call rotation to support system availability outside regular business hours.
Work Arrangement
Temporary Hybrid (Onsite once a week)
Other
- Work schedule: Predominantly Night Shift
- Work setup: Temporary Hybrid (Onsite once a week)
- On Call rotation required
