Systems Supervisor

About the position

The Systems Supervisor is responsible for the oversight and management of the contact center's systems and tools, with a primary focus on the NICE CXone platform. This role ensures the optimal performance, reliability, and efficiency of these critical systems to support the contact center's operational goals. Additionally, this position will lead and develop a team of operation administrators, providing technical support, guidance and mentorship to ensure their success. This is a remote role. Monday to Friday 8:00am to 5:00pm EST.

Responsibilities

• Oversee the day-to-day administration and maintenance of CXone and related technologies.
• Manage system configurations, including call routing, IVR flows, and phone scripting.
• Monitor system performance, identify potential issues, and implement proactive solutions to ensure minimal downtime.
• Collaborate with IT and vendor support to troubleshoot and resolve complex technical problems.
• Ensure system security and compliance with relevant regulations and company policies.
• Plan and execute system upgrades, patches, and implementations.
• Lead and manage projects related to system enhancements, new feature implementations, and process improvements.
• Develop project plans, timelines, and track progress to ensure timely completion.
• Gather and analyze business requirements to define system specifications and ensure alignment with contact center objectives.
• Coordinate with cross-functional teams to implement and test system changes.
• Document project activities and provide regular updates to stakeholders.
• Supervise, mentor, and develop a team of systems administrators.
• Conduct regular performance evaluations, provide feedback, and identify training needs.
• Foster a collaborative and supportive team environment.
• Assign tasks and responsibilities and monitor workload to ensure efficient resource utilization.
• Provide technical guidance and support to team members.
• Handle employee relations issues and ensure compliance with HR policies.
• Develop and maintain documentation for system configurations, processes, and procedures.
• Provide regular reports to management on system performance and project status.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience in contact center systems administration, with a strong focus on ACD systems, specifically NICE CXone.
• Demonstrated experience in managing and leading a technical team.
• Strong understanding of contact center operations and best practices.
• Proficiency in system configuration, troubleshooting, and performance monitoring.
• Excellent project management skills, with the ability to manage multiple projects simultaneously.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience with IVR design and implementation.

Benefits

• Comprehensive health plans.
• Market-leading 401(k) program with a company contribution.
• Product discounts.
• Flexible time off benefits.
• Inclusive fertility / adoption benefits.
• Annual bonus plan based on company and individual performance.