Noida, Uttar PradeshChennai, Tamil Nadu

Job Summary

Roles & Responsibilities

Troubleshoot and resolve incidents, service requests, and platform-related issues within SLA. Configure and support core CXone modules including : ACD, Studio, Skill Management, Agent Configuration, Teams, Business Data, Routing Attributes, IVR Call Flows.

Monitor system health and proactively identify potential issues.

Perform root cause analysis (RCA) for recurring production incidents.

Collaborate with L1, L3, development, infrastructure, and business teams.

Handle user administration, access management, and role-based permissions.

Create and maintain operational documentation, SOPs, and knowledge base articles.

Participate in on-call support and production releases.

Ensure compliance with ITIL processes.

Required Technical Skills

NICE CXone Administration

Studio Script Development & Troubleshooting

ACD Configuration

Skill Management

Agent Profiles & Teams

Business Data

Routing Configuration

IVR Support

Digital Channels (preferred)

Reporting and basic Analytics

Recording & Quality Management (valuable to have)

Contact Center Operations

Omnichannel Routing

Call Flows

Queue Management

Workforce concepts





Customer Interaction Lifecycle

SIP Basics

Voice Routing

PSTN Concepts

Basic VoIP Troubleshooting

REST APIs

OAuth Basics

CRM Integrations (Salesforce, ServiceNow, Dynamics - preferred)

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.

2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.

3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.

4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.

5. To ensure positive customer experience and CSAT through First Call Resolution, minimum rejected resolutions / reopen Cases and mitigating security threats.

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📌 Sr Administrator (Support & Operations) (Noida)
🏢 HCLTech
📍 Noida