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Job Description
A client in the Cincinnati area is looking for a Contact Center Analyst to join their team for a direct hire opportunity. As a Contact Center Analyst, you will support the core applications (NICE CXone and supporting products) that enable the Contact Center organization to provide support. You will be a subject matter expert, assuming responsibility for routine moves, adds and changes. This role requires experience supporting omni-channel contact center solutions. You will have proven technical experience supporting medium-large Contact Center environments and strong customer service mindset. This position will serve as support to the implementation team, partnering with the business to ideate, design, implement and support core functionality as well as future innovation. This individual will work closely with the other Nice CXOne Engineers to troubleshoot the implementation of about 400 seats in the call center. Primary work will include troubleshooting & admin work in the new platform. You will gather tasks through ServiceNow, an internal platform, & Teams.
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 .
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Skills and Requirements
· 3-5 years of Call Center Technology Experience
Implementing, migrating, working hands on
NiceCXOne, FiveNine, or Genesys
· ServiceNow ticketing experience
Soft skills: excellent verbal and written communication · Specific Experience Migrating Genesys to NICE
Specific NiceCXOne experience overall
· Headset troubleshooting experience
Call Center implementation experience null
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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to 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 oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.