Senior IT Systems AnalystHybrid

CCaaS (NICE CXone) Administrator

Duration:       6 Months (contract/temp)

Location:       Irving, TX 75038

Schedule:      Hybrid – In office 3 days per week

Pay Range:    $62.00 - $72.00/Hourly                                                                 

Position Summary

We are seeking a highly skilled CCaaS (NICE CXone) Administrator to lead the implementation, configuration, and ongoing operational support of NICE CXone mPower components. This role will be responsible for system setup, stakeholder coordination, documentation, training and collaboration with operations and offshore support. The ideal candidate will have extension experience with CCaaS platforms, particularly NICE CXone, and a proven track record of successful implementation and ongoing support.

Responsibilities

• Lead the implementation and configuration of all NICE CXone mPower components, including Quality Management (QM), Workforce Management (WFM), Performance Management, Interaction Analytics, Real-Time Interaction Guidance, Enlighten Auto Summary, Customer Survey, and Omnichannel Chat and Email.
• Collaborate with internal stakeholders, including Operations, IT and User Support teams, to ensure seamless integration and adoption of the platform.
• Establish structure, governance, and documentation for all mPower components.
• Provide training and support to internal resources, ensuring consistent understanding and utilization of the tools.
• Liaise with NICE TAM and external partners to resolve issues and optimize platform performance.
• Oversee any offshore/technical support, ensuring alignment with implementation goals and timelines.
• Proactively assess system performance and analyze call center metrics to identify areas for improvement.
• Identify opportunities for additional coaching and support for operations managers based on call center metrics and reporting.
• Recommend improvements in staffing approaches, system use, and best practices.
• Monitor and report on implementation progress, identifying and addressing any challenges or roadblocks.

Qualifications

• 5+ years of experience with CCaaS platforms, particularly NICE CXone.
• Proven track record of successful implementations and configurations of contact center solutions.
• Strong understanding of contact center operations, including WFM, QM, and performance management.
• Excellent project management and stakeholder coordination skills.
• Ability to create and maintain detailed documentation and training materials.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment. 

nextSource is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure, and life experiences or for any other reason.

nextSource is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at talent@nextSource.com.

What nextSource Provides:

• Healthcare Benefits including Medical, Prescription, Vision & Dental Coverage | United Healthcare
• Voluntary STD & LTD | New York Life
• 401(k) Retirement Planning | Fidelity
• Discount Program

*You are Eligible to participate in the benefits program if you are considered a full-time employee of nextSource, working at least 30 hours per week on a consistent basis. Your coverage will be effective on the 1st of the month following 60 days of employment.