The Role
Manage the NICE inContact platform, support VoIP systems, ensure telephony security, collaborate on projects, and provide training.
Summary Generated by Built In
Key Responsibilities
NICE inContact Administration & Support
• Manage the day-to-day administration of NICE inContact (CXone) platform, including user provisioning, skill assignment, IVR configuration, routing strategies, and campaign setups.
• Monitor and maintain system health, call flows, dial plans, and performance metrics.
• Troubleshoot and resolve issues related to voice quality, call routing, CTI integrations, and agent connectivity.
Telephony Infrastructure
• Support and manage SIP-based telephony systems, VoIP endpoints, and call recording solutions.
• Maintain telephony security, including encryption, authentication, and compliance (e.g., PCI, HIPAA, etc.).
• Collaborate with network engineers to ensure optimal voice traffic routing and bandwidth utilization.
• Act as the internal SME (subject matter expert) for all contact center technologies, especially NICE CXone.
• Collaborate with IT, operations, and vendor partners to manage system upgrades, releases, and configuration changes.
• Lead troubleshooting and root cause analysis for call quality issues, dropped calls, latency, or routing anomalies.
Project Implementation
• Design and deploy new telephony solutions and features based on business requirements.
• Lead or participate in the design and development of new telephony projects with business stakeholders and IT personelle.
• Coordinate with vendors and stakeholders for project planning, testing, and go-live.
Training and Documentation
• Develop and maintain technical documentation, including system architecture diagrams, standard operating procedures (SOPs), and troubleshooting guides.
• Provide training and support for internal teams and end users on NICE inContact functionalities and best practices.
Top Skills
Cti
Nice Incontact
Sip
Voip
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The Company
What We Do
Founded in 1998, AssuranceAmerica provides basic, low limits property and casualty insurance coverage to the private automobile segment through a network of over 4,000 highly professional independent agents.
