Senior CXOne Administrator

? Location: Bangalore, India

? Experience: 3–5+ Years

? Work Model: Onsite/Hybrid

? Employment Type: Full-Time / Contract

Position Summary

We are looking for a Senior CXOne Administrator to join our Technology/Application Operations team. The ideal candidate will have strong hands-on experience with NICE CXone administration, configuration, IVR development, integrations, troubleshooting, and contact center operations .

This role will serve as an in-house CXone Subject Matter Expert , partnering with Operations, Client Services, IT, and Business teams to maintain system stability, improve workflows, support integrations, and drive continuous improvement across the telecom environment.

Key Responsibilities

- Administer, configure, troubleshoot, and support the NICE CXone platform .
- Design and develop IVR workflows using CXone Studio .
- Configure users, skills, campaigns, dashboards, routing, ACD, and reporting.
- Develop and support integrations using REST APIs, SOAP, and SQL .
- Integrate CXone with platforms such as Salesforce and Omilia .
- Support large-scale contact center and telecom operations.
- Monitor system performance, availability, security, and reliability.
- Troubleshoot incidents, perform root-cause analysis, and implement corrective actions.
- Analyze customer interaction data and recommend improvements to routing, workflows, and self-service options.
- Ensure CXone configurations align with security and compliance requirements, including PCI and HIPAA .
- Maintain technical documentation, workflows, escalation procedures, and support processes.
- Manage application support tickets, investigate defects, test fixes, and perform post-resolution validation.
- Support application upgrades, releases, unit testing, debugging, and enhancements.




- Identify potential single points of failure and improve system redundancy and scalability.
- Work closely with vendors while reducing dependency on external support.
- Train and mentor internal teams on CXone tools, features, and best practices.
- Collaborate with technical and non-technical stakeholders to deliver business requirements.

Required Skills

- Solid hands-on experience with NICE CXone administration and configuration .
- Experience with CXone Studio and IVR development .
- Strong understanding of IVR, ACD, call routing, WFM, and contact center reporting .
- Experience with REST/SOAP APIs and SQL .
- Experience integrating CXone with Salesforce, ServiceNow, Omilia, or similar platforms .
- Experience supporting VoIP/contact center technologies .
- Strong troubleshooting, incident management, and root-cause analysis skills.
- Working knowledge of SQL queries and reporting.
- Experience with application support, testing, debugging, releases, and upgrades.
- Strong analytical and problem-solving capabilities.
- Excellent communication and stakeholder-management skills.

Preferred Qualifications

- Bachelor’s degree in Computer Science, Information Systems, or a related field.
- 3–5+ years of experience in Technical Support, Technical Analyst, Application Support, or similar roles.
- Experience supporting enterprise-scale contact center environments.
- NICE CXone certifications are a plus.
- CCNA / ITIL certifications are a plus.
- Experience in financial services or other highly regulated environments.
- Knowledge of PCI/HIPAA compliance .
- Experience with SharePoint, Visio, and Microsoft Project.
- Project management or process improvement experience.
- Ability to mentor junior team members and work effectively in a high-pressure environment.

📌 Senior CXOne Administrator (Bengaluru)
🏢 Blue Fish Technologies
📍 Bengaluru