Senior NICE CXone Administrator

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 View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:


Required Skills & Experience

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 u and help them navigate their day-to-day business processes in Salesforce
Undergraduate degree
Some travel required (10%)


Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.