NiCE CXone Application Analyst III

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.

IDR is an equal opportunity employer. We provide reasonable accommodations for disabled employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, criminal history, or any other protected category under applicable federal, state, or local laws. We consider all qualified applicants, including those with criminal histories, in compliance with applicable Fair Chance laws.

To comply with civil rights laws, we invite applicants to voluntarily self-identify their race, ethnicity, gender, and veteran status. This information is confidential, optional, and will not affect your application. You may access this form here.

Pursuant to pay transparency laws, salary ranges and benefits will be disclosed where required by law. Compensation is based on factors such as experience, skills, and qualifications.

If you require a reasonable accommodation during the application or interview process, please contact Human Resources at hr@idr-inc.com