CXOne Administrator II

*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 CXone Administrator II, you will provide administrative and technical support for the NICE CXone platform, including configuration, troubleshooting, routing, and reporting. Working under the direction of the CXone Helpdesk Manager, this role is ideal for an experienced CXone Administrator who can independently manage core platform responsibilities while taking on increasingly complex technical issues and configuration work.
How you can be Exceptional in this role:
Administer and maintain CXone functionality including users, agents, skills, queues, routing, callbacks, voicemail, and other platform configurations
Investigate and troubleshoot platform issues, independently resolving issues within scope and escalating more complex technical issues with documented findings
Support routing and configuration changes, with opportunities to expand technical capability within CXone Studio
Build and maintain CXone reporting to support troubleshooting, platform performance, and operational needs
Maintain accurate platform documentation and provide clear technical guidance to internal users and support teams
How you will help us Succeed together:
2+ years of hands-on NICE CXone administration or support experience
Demonstrated experience administering core CXone functionality including users, agents, skills, queues, routing, and related platform configuration
Strong troubleshooting skills with the ability to investigate platform issues, identify likely causes, and determine appropriate resolution or escalation
Demonstrated L1 CXone experience with readiness to take on more complex L2 responsibilities, or current experience performing L2-level CXone administration and support
Experience using CXone reporting and platform data to support troubleshooting and operational decisions
How you can Stand out:
Experience with CXone Studio, including troubleshooting or modifying existing scripts
Ability to build new CXone Studio scripts, queues, and skills
Exposure to Salesforce or WFM integrations from an administrative or end-user perspective

Work arrangement
Yes