Senior Administrator - Cisco Contact Center

Experience: Not Available to Not Available years

Location: Others, India

Skills: NICE CXone platform administration, ACD, Omnichannel routing configuration, CXone Studio, IVR scripting, API integrations, REST, SSO, CTI, Contact center operations, ITIL-based Incident Management, Problem Management, Change Management, Production support, release management

Job Summary
Responsible for day-to-day operations, monitoring, and L1/L2-level support of NICE CXone platform ensuring SLA adherence and service continuity. Manage users, roles, teams, licensing, and agent setup Support ACD routing (skills, queues, DNIS/ANI, callbacks, voicemails) Perform basic IVR / Studio script updates and testing Handle incident triage (L1/L2), severity classification,



and vendor coordination Monitor and support CRM/CTI integrations and SSO issues Execute approved changes, UAT validation, and production checks Maintain runbooks, SOPs, and knowledge articles Provide incident updates and stakeholder communication Stakeholder management

Key Responsibilities
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Skill Requirements
NICE CXone platform administration ACD / Omnichannel routing configuration CXone Studio / IVR scripting API integrations (REST, SSO, CTI) Contact center operations and workflows

Other Requirements
ITIL-based Incident, Problem, and Change Management Production support and release management practices Robust communication (verbal & written)

📌 Senior Administrator Cisco Contact Center (Mumbai)
🏢 HCL Technologies
📍 Mumbai