CXOne System Administration

We are looking for a Technical Support Analyst to support and optimize our large-scale contact center platforms within a fast-paced financial services environment. You will be the go-to technical partner for business units, resolving issues, improving processes, and ensuring reliable customer-facing operations.
Please share an updated profile to
kavitha@simpliigence.com
(+91) 74839 25904
Mode of Work : Remote
Key Responsibilities
Provide technical support for contact center applications, including IVR, ACD, call routing, WFM, and reporting
Troubleshoot and resolve incidents for internal and external clients, maintaining composure under pressure
Support CRM integrations (Salesforce, ServiceNow) and VoIP systems
Write SQL queries to build and validate reports
Document business problems and solutions accurately
Manage multiple projects and deadlines, driving process improvements
Collaborate with stakeholders ranging from non-technical users to developers
Mentor junior team members.
Required Qualifications
3–5 years of experience in a Technical Client Support or Technical Analyst role
Bachelor's degree in Computer Science, Information Systems, or a related field
Strong understanding of IVR, ACD, WFM, call routing, and reporting
Experience supporting large-scale contact center operations and application/product support
Working knowledge of SQL querying and reporting
Proficiency in MS Office, including SharePoint, Visio, and Project
Strong analytical, critical-thinking, and problem-solving skills
Excellent interpersonal and communication skills, with a strong client service orientation
Ability to prioritize in a high-pressure environment; self-motivated and follow-through oriented.
Preferred Qualifications
Certifications such as NICE CXone, CCNA, or ITIL
Familiarity with WFM tools, Salesforce, ServiceNow, and VoIP
Project management or process improvement experience
Background in financial services technology.

Work arrangement
Yes