JOB DESCRIPTION
A client in the Cincinnati area is looking for a Contact Center Analyst to join their team for a direct hire opportunity. As a Contact Center Analyst, you will support the core applications (NICE CXone and supporting products) that enable the Contact Center organization to provide support. You will be a subject matter expert, assuming responsibility for routine moves, adds and changes. This role requires experience supporting omni-channel contact center solutions. You will have proven technical experience supporting medium-large Contact Center environments and strong customer service mindset. This position will serve as support to the implementation team, partnering with the business to ideate, design, implement and support core functionality as well as future innovation. This individual will work closely with the other Nice CXOne Engineers to troubleshoot the implementation of about 400 seats in the call center. Primary work will include troubleshooting & admin work in the new platform. You will gather tasks through ServiceNow, an internal platform, & Teams.
REQUIRED SKILLS AND EXPERIENCE
• 3-5 years of Call Center Technology Experience
o Implementing, migrating, working hands on o NiceCXOne, FiveNine, or Genesys
• ServiceNow or some sort of ticketing experience
• Soft skills: excellent verbal and written communication
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