Senior CXOne Administrator

Senior CXOne Administrator (Remote — US/Canada)
About the Role:
One of our client is looking for a Senior CXOne Administrator to own and evolve their NICE CXOne (inContact) platform — the backbone of their contact center operations. This is a hands-on, high-impact role for someone who thrives at the intersection of telephony administration, systems integration, and compliance in a regulated, financial-services environment.
What You'll Do
Administer and support the NICE CXOne platform end to end — ACD, IVR (Studio), WFM, and reporting/dashboards
Design, build, and maintain IVR call flows and routing logic to support evolving business requirements
Build and support API integrations (REST/SOAP) and SQL-based reporting between CXOne and adjacent systems
Own integrations with Salesforce, ServiceNow, and Omilia (or similar conversational AI/voicebot platforms)
Ensure the platform meets PCI and HIPAA compliance requirements, including audits and controls
Lead incident response and root-cause analysis for platform issues, including production outages
Manage the vendor relationship with NICE — support tickets, SLAs, and escalations
Partner with operations, compliance, and business stakeholders as a subject-matter expert on the platform
Mentor junior team members and communicate technical issues clearly to non-technical audiences
What You Bring
3–5+ years of hands-on administration experience with NICE CXOne / inContact (or a comparable CCaaS platform)
Strong experience building and troubleshooting IVR flows, ACD routing, and WFM configuration
Working proficiency in REST/SOAP APIs and SQL for integration and reporting work
Experience integrating contact center platforms with CRM/ITSM tools such as Salesforce or ServiceNow
Familiarity with compliance frameworks such as PCI-DSS and HIPAA, ideally within financial services or another regulated industry
Strong incident-response instincts and the ability to stay composed during production-impacting issues
Excellent client-facing communication skills and a collaborative, mentoring mindset
Nice to Have
NICE CXOne certification
CCNA
ITIL certification
Prior experience in a financial services contact center environment

Work arrangement
Yes