Track Manager (Support & Operations)

Job Summary

We are seeking an experienced NICE CXone professional (Administrator, Engineer, or Developer) to lead the implementation, configuration, and optimization of the NICE CXone cloud-native Contact Center as a Service (CCaaS) platform. This role is responsible for delivering scalable, high-performing omnichannel customer experience solutions, including intelligent routing, IVR design, and seamless CRM integrations.

The ideal candidate brings deep technical expertise in CXone architecture, strong scripting and integration skills, and the ability to translate business requirements into efficient, reliable contact center solutions.

Key Responsibilities

Platform Configuration & Administration

• Configure and manage CXone environments, including users, roles, permissions, skills, and teams
• Maintain system governance, security profiles, and access controls within CXone Administration and ACD modules

IVR Design & Scripting

• Design, develop, and optimize complex IVR call flows using NICE CXone Studio
• Implement reusable, scalable scripting frameworks and troubleshoot script logic issues

Omnichannel Routing

• Configure and optimize routing strategies across voice, email, chat, SMS, and social channels
• Ensure consistent and efficient customer journey experiences across all touchpoints

CRM & System Integration

• Integrate CXone with CRM platforms such as Salesforce, ServiceNow, and Microsoft Dynamics 365
• Enable screen pops, data dips, and API-driven workflows using RESTful services

Performance Optimization & Support

• Monitor system performance, troubleshoot routing failures, and resolve production issues
• Analyze KPIs, call flows, and reporting metrics to continuously improve efficiency and customer experience

WFM & QM Support

• Collaborate with Workforce Management (WFM) and Quality Management (QM) teams to support forecasting, scheduling, and quality initiatives

Skill Requirements

• NICE CXone Expertise:
  3–5+ years of hands-on experience with NICE CXone (inContact), including Studio, ACD, and administrative modules
• Scripting & Development:
  Strong proficiency in CXone Studio scripting, along with working knowledge of JavaScript, JSON, and REST APIs
• Contact Center Technologies:
  Deep understanding of ACD, IVR, VoIP, SIP, and CTI frameworks
• CRM & Integration Experience:
  Proven experience integrating CXone with enterprise CRM platforms and external systems
• Troubleshooting & Optimization:
  Demonstrated ability to diagnose complex routing, scripting, and system performance issues
• Analytical & Communication Skills:
  Ability to interpret contact center data, communicate findings, and collaborate with technical and business stakeholders

Other Requirements

• Certifications:
  NICE CXone Certified Implementation Partner and/or NICE CXone Certified Support Specialist
• Education:
  Bachelor’s degree in Computer Science, Information Technology, or a related field
• AI & Automation Experience:
  Exposure to conversational AI and chatbot technologies such as Dialogflow or similar platforms
• Advanced CXone Capabilities:
  Experience with CXone WFM, QM, Analytics, and Enlighten AI
• Cloud & Architecture Exposure:
  Familiarity with cloud platforms (AWS, Azure) and enterprise integration patterns

Typical Job Titles

• NICE CXone Administrator
• NICE CXone Developer
• Contact Center Engineer (NICE Specialist)
• NICE CXone Implementation Consultant
• CXone Platform Engineer