Senior CXone Administrator

*This is for international applicants only. If you are located in the U.S., please visit our Careers Page.*

*We are unable to sponsor or take over sponsorship of an employment Visa at this time. We do not offer international contractor roles, ONLY international employment agreements.*

 

Curious? Join the Insite Journey!

 

This is a remote role for individuals who currently reside in the Philippines, PTO, and benefits (health, dental, life) and more eligibility within 1 month of start date

 

Are you a good fit for our team? Insite’s purpose is to help people win. We seek individuals that enjoy working in a collaborative environment and celebrate continuous improvement. We also seek people that strongly resonate with our Core Tenets: Embrace the Journey, Stay Curious, Be Exceptional, and Succeed Together!

 

As a Senior CXone Administrator, you will provide advanced administrative and technical support for the NICE CXone platform, including configuration, troubleshooting, routing, Studio, reporting, and platform administration. Working under the direction of the CXone Helpdesk Manager, this role is responsible for independently investigating and resolving escalated platform issues while identifying when more complex technical issues require escalation to Engineering.

 

How you can be Exceptional in this role:

• Independently investigate, troubleshoot, and resolve L2 CXone issues, escalating more complex technical issues when appropriate
• Configure and maintain CXone functionality including ACD skills, queues, routing, agent settings, callbacks, voicemail, and other platform configurations
• Work within CXone Studio to troubleshoot existing scripts, implement changes, create basic scripts, and support routing configurations
• Escalate complex technical issues to the CXone Helpdesk Manager or Senior CXone Engineer with documented troubleshooting, findings, and relevant configuration details
• Build and maintain CXone reporting to support troubleshooting, platform performance, and operational needs
• Maintain accurate configuration and troubleshooting documentation and provide clear technical guidance to internal users and support teams

 

How you will help us Succeed together:

• 3+ years of hands-on NICE CXone administration or support experience with responsibility beyond basic user provisioning and L1 support
• Strong working knowledge of CXone configuration, including queues, routing, agent settings, callbacks, voicemail, and related platform functionality
• Experience with CXone Studio, including implementing, creating, and attaching basic scripts
• Demonstrated ability to independently troubleshoot escalated CXone issues, identify root cause, and resolve or appropriately escalate technical issues
• Experience with CXone reporting and the ability to use platform data to support troubleshooting and operational decisions

 

How you can Stand out:

• NICE CXone certification, or actively pursuing certification
• Exposure to Salesforce, CRM, API, or other CXone integrations