Application Support Analyst III

Tier 2 Incident Management

Act as the primary escalation point for Tier 2 customer incidents that cannot be resolved by the service desk. Provide prompt, efficient, and empathetic technical support to ensure minimal disruption to contact center operations.

CXone Administration

Perform comprehensive administrative tasks within NICE CXone, including but not limited to onboarding new hires, managing user configurations, setting up dispositions, configuring After Call Work (ACW) settings, creation of skills, campaigns, and teams among many other tasks.

Studio Development

Utilize NICE CXone Studio to modify and enhance existing call flows and routing strategies for voice, chat, email, and SMS channels based on evolving business requirements.

Cross-Functional Collaboration

Take the lead in assisting teammates, partnering closely with internal IT teams, project managers, and other DaVita resources to drive swift and effective issue resolution.

Proactive Knowledge Management

Maintain a forward-thinking approach by documenting solutions to escalated issues. Create, update, and publish comprehensive knowledge base articles to train Tier 1/Service Desk analysts, effectively reducing future escalation volumes.

Data Analysis & Optimization

Monitor and analyze call center KPIs, performance metrics, and trends to ensure service level agreements are met and to support continuous operational improvements.

Platform Support & Integration Awareness

Support the broader CCaaS ecosystem and maintain a working knowledge of its integrations with key CRM platforms like Salesforce, ServiceNow, and EPIC.

Required Experience

2-4 years of experience in the administration and support of NICE CXone CCaaS platform or similar enterprise contact center systems.

Skills

Exceptional interpersonal and people skills, with a proven ability to collaborate effectively with both technical and non-technical stakeholders.

Problem Solving

Forward-thinking problem solver with a strong dedication to documenting technical solutions and mentoring frontline support teams.

Preferred Experience

Strong preference for hands-on experience with NICE CXone administration and Studio development.

Additional Experience

Experience with other NICE products such as IEX WFM, Interaction Analytics, Quality Management, Personal Connection Dialer, and Feedback Management Survey is highly desired.

Certifications

NICE CXone certifications or related contact center technology certifications are a strong plus.

Associate's Degree, technical apprenticeship, or equivalent professional experience required.