Job Description

The NICE CXone Administrator reports to the Salesforce Administrator Team Lead and is responsible for designing and implementing solutions that optimize the inside sales team's workflows and help drive efficiency. The NICE CXone Administrator supports and collaborates with the sales team members at all levels, and serves as the go-to resource for all CMR data management and reporting best practices.

Core Responsibilities

Support the SalesForce Administrator Team Lead in administering NICE CXone for the inside sales call center, which includes:

Managing and responding to end user support and customization requests

Managing and customizing dashboards and reports for various teams

Performing routine data clean-up functions

Performing mass data imports/updates as needed

Partner with the Business Systems Analyst, Call Center Operations to identify opportunities for improvement and translate business requirements into technical solutions within the CRM

Serve as a mentor to junior administrators on the team and a resource for guidance on best practices

Assists in the development and reporting of key sales performance metrics to help drive increased sales productivity

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Skills and Requirements

Cxone extensive knowledge - 7-10 years

Cxone Scripting, triage, troubleshooting, case action

Proactive XS Scripting

Experience with CRM-integrated contact center technology platforms such as contact routing, outbound dialer, soft phone, etc.

Advanced experience working with Excel required

Project management and organizational skills, and a strong ability to prioritize

Strong quantitative and qualitative analytical abilities

Eagerness for continuous learning and development

Excellent interpersonal skills, ability to work across the organization

Ability to assist end users and help them navigate their day-to-day business processes in Salesforce

Undergraduate degree

Some travel required (10%) null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.