Job Summary

System Maintenance & Technical Skills

- Administer and support Zoom Phone and NiCE CXone platforms on a day-to-day basis, including telephony/VoIP, ticketing, CRM, and related contact-centre systems.
- Monitor and maintain ticketing workflows, automation rules, user access permissions, system configurations, and platform performance.
- Support data extraction, reporting, and operational analysis to meet business and stakeholder requirements.
- Troubleshoot system issues, coordinate with vendors where needed, and help ensure reliable service delivery.

Required Skills & Experience

- Hands-on experience with SaaS contact-centre applications, particularly Zoom Phone and NiCE CXone.
- Experience using IT service-management and ticketing tools, preferably Freshservice.
- Solid written communication skills, with the ability to engage agents, clients, and stakeholders through chat and email.
- Understanding of routing strategies, queues, skills-based routing, and call-distribution logic.
- Technical knowledge of contact-centre operations and customer-service environments.




- Ability to analyse operational issues, recommend improvements, and work effectively across technical and business teams.

Vendor Technologies

- NiCE CXone / inContact
- Zoom Phone
- Vonage (Nexmo)
- Voice and telephony systems

Key Responsibilities

- Hands-on experience with SaaS contact-centre applications, particularly Zoom Phone and NiCE CXone.
- Experience using IT service-management and ticketing tools, preferably Freshservice.
- Strong written communication skills, with the ability to engage agents, clients, and stakeholders through chat and email.
- Understanding of routing strategies, queues, skills-based routing, and call-distribution logic.
- Technical knowledge of contact-centre operations and customer-service environments.
- Ability to analyse operational issues, recommend improvements, and work effectively across technical and business teams.

Skill Requirements

Must Have Skill

Nice,Zoom

Good to Have Skill

Other Requirements

📌 Administrator (Support & Operations) (India)
🏢 HCLTech
📍 India