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

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
Analytical thinking and troubleshooting
Ability to handle high-pressure incidents calmly

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