Deskripsi Pekerjaan
Join Acquire Intelligence as a Systems Analyst (Contact Center) and become a pivotal force in optimizing our contact center infrastructure. In this onsite, day-shift role based in Eastwood, you'll configure, maintain, and enhance NICE CXone and telephony systems to drive operational excellence and exceptional customer experiences. This position offers the opportunity to work with cutting-edge contact center technology while collaborating with cross-functional teams to implement strategic improvements. If you're passionate about bridging business needs with technical solutions and thrive in a dynamic environment, we encourage you to apply.
Tanggung Jawab
- Configure and optimize NICE CXone platform components to align with business objectives
- Monitor and troubleshoot telephony systems for performance and reliability
- Analyze contact center metrics to identify system enhancement opportunities
- Document system configurations, changes, and standard operating procedures
- Collaborate with stakeholders to translate business requirements into technical solutions
- Provide Tier 2/3 support for system-related escalations
- Implement system updates and patches while ensuring minimal operational disruption
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related field
- Minimum 2 years experience with NICE CXone or similar contact center platforms
- Proficiency in telephony systems (VoIP, SIP, IVR)
- Strong analytical and problem-solving abilities
- Experience with system documentation and process improvement
- Excellent communication and stakeholder management skills
- Ability to work independently and prioritize multiple tasks