Systems Supervisor - Remote

Overview

The Systems Supervisor is responsible for the oversight and management of the contact center's systems and tools, with a primary focus on the NICE CXone platform. This role ensures the optimal performance, reliability, and efficiency of these critical systems to support the contact center's operational goals.

In Short

• Oversee day-to-day administration and maintenance of CXone and related technologies.
• Manage system configurations, including call routing and IVR flows.
• Monitor system performance and implement proactive solutions.
• Collaborate with IT and vendor support for troubleshooting.
• Ensure system security and compliance with regulations.
• Lead and manage projects related to system enhancements.
• Supervise and mentor a team of systems administrators.
• Conduct performance evaluations and identify training needs.
• Develop documentation for system configurations and processes.
• Provide regular reports on system performance and project status.

Requirements

• Bachelor's degree in IT, Computer Science, or related field.
• Proven experience in contact center systems administration.
• Experience managing and leading a technical team.
• Strong understanding of contact center operations.
• Proficiency in system configuration and troubleshooting.
• Excellent project management skills.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and in a team.
• Experience with IVR design and implementation.

Benefits

• Comprehensive health plans.
• 401(k) program with company contribution.
• Product discounts.
• Flexible time off benefits.
• Inclusive fertility/adoption benefits.
• Employee Resource Groups to support inclusivity.