Sr NICE CXone Admin/Engineer

ITMC Systems, Inc is seeking a Sr NICE CXone Admin/Engineer to optimize the inside sales team's workflows and enhance efficiency. The role involves administering NICE CXone, managing user support requests, and collaborating with sales team members on CRM data management and reporting best practices.

Responsibilities:

• Support the SalesForce Administrator Team Lead in administering NICE CXone for the inside sales call center, which includes:
• Managing and responding to end user support and customization requests
• Managing and customizing dashboards and reports for various teams
• Performing routine data clean-up functions
• Performing mass data imports/updates as needed
• Partner with the Business Systems Analyst, Call Center Operations to identify opportunities for improvement and translate business requirements into technical solutions within the CRM
• Serve as a mentor to junior administrators on the team and a resource for guidance on best practices
• Assists in the development and reporting of key sales performance metrics to help drive increased sales productivity

Requirements:

• Strong communication
• Senior/lead level resource
• Needs to have strong Cxone scripting experience specifically with Proactive XS scripting
• Cxone extensive knowledge - 7-10 years
• Cxone Scripting, triage, troubleshooting, case action
• Proactive XS Scripting
• Experience with CRM-integrated contact center technology platforms such as contact routing, outbound dialer, soft phone, etc
• Advanced experience working with Excel required
• Project management and organizational skills, and a strong ability to prioritize
• Strong quantitative and qualitative analytical abilities
• Eagerness for continuous learning and development
• Excellent interpersonal skills, ability to work across the organization
• Ability to assist end users and help them navigate their day-to-day business processes in Salesforce
• Undergraduate degree
• Some travel required (10%)