NiCE CXone Application Analyst III
Job ID: 503174 Posted 21 hours ago
Malvern, Pennsylvania
Contract
End User Support / Helpdesk
$35 - $38/hr
Job Details
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IDR is seeking a NiCE CXone Application Analyst III to join one of our top clients for a remote opportunity. This role involves managing day-to-day contact center platform administration, development, and support to ensure optimal customer experience. The company operates within the contact center technology industry, with a focus on streamlining communication workflows and improving operational performance.
Position Overview for the NiCE CXone Application Analyst III:
- Responsible for the administration, optimization, and Tier 2 support of the NICE CXone contact center platform.
- Acts as the primary escalation point for technical issues and manages incident resolution.
- Develops and modifies call flows and routing strategies using NICE CXone Studio.
- Collaborates with internal IT teams and project management to support platform integrations and migrations.
- Maintains documentation of technical solutions and supports continuous process improvements.
Requirements for the NiCE CXone Application Analyst III:
- 2-4 years of experience supporting the NICE CXone CCaaS platform or similar enterprise contact center systems.
- Strong troubleshooting skills with hands-on experience in CXone administration and Studio development.
- Experience with contact center platform migrations and integrations, including aspects of user setup and call flow scripting.
- Ability to troubleshoot and modify existing scripts, create new scripts, and troubleshoot call flow issues.
- Bachelor’s degree in computer science or related field, or equivalent professional experience.
What's in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25+ Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.
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Why Us?
IDR has been in business for over 25 years and offers access to hundreds of companies across the country to work for. For many of the contractors that work for us, there are some unique benefits to being a part of the IDR team. One specific benefit is that we believe our contractors are part of something bigger than yourself. We are an employee-owned company and in an ESOP (Employee Stock Ownership Plan), as the share price of our company grows, so does your equity in our company. Our contractors, as well as our internal employees, can participate in this plan after one year of service. In addition to joining our ESOP program, you will also receive weekly pay, 401k access, and access to three different benefit plans that cover 50% of the individual premiums along with access to unlimited behavioral health sessions with a licensed counselor.
About Us
IDR, Inc. is an award-winning, employee-owned staffing firm with headquarters in Alpharetta, GA and offices in the Nashville, Dallas, and Denver markets. Founded in 1998, IDR has grown to serve businesses and professionals across industries including IT, healthcare, accounting and finance, government services, and professional services. Recognized for our expertise and the high-touch approach of our Engagement Management Program, IDR continues to build rewarding partnerships with companies and consultants. Our best-in-class service has earned IDR ClearlyRated’s Best of Staffing Client and Talent awards for ten consecutive years, in addition to awards from Staffing Industry Analysts and Best and Brightest Companies to Work For. With our commitment to empowering talent and developing leaders, we’re passionate about what we do and how we do it, and we look forward to working with you.