Nice inContact Administrator
Have a direct impact
The NICE inContact Administrator will work to connect employees with customers as efficiently as possible by managing the NICE inContact platform. The ideal candidate will create and maintain both inbound and outbound call flows, teams, skills and processes to ensure that prospective customers have a positive first interaction with Penn Foster Carrus, and returning customers are able to reach the representatives they need. The right candidate will also help ensure that Penn Foster Carrus employees have the tools they need to quickly and effectively address customer needs.
The NICE inContact Administrator will effectively optimize existing processes as well as create new ones which will scale with the growth of the company. The right candidate will also provide prompt tech support to internal agents to resolve issues and maintain a smooth customer experience.
A day in the life
60% Technical Duties
Works directly in the NICE inContact platform for call routing, integrations, and flows.
Handles the administrative aspects of the NICE inContact platform, including permissions, roles, skills, and more
Continually improves existing processes and builds new ones as necessary
Works closely with stakeholders to ensure functionality meets the needs of the organization
Troubleshoots end user issues related to agent equipment and agent interface
20% Business Requirements and Operations
Proactively initiates and manages understanding business operations and goals
Proactively initiates and manages gathering business and technical requirements and acceptance criteria
Creates solid documentation to ensure requirements are captured and all stakeholders approve
Creates solid project plans with deliverables, timelines and metrics
Conducts trainings with internal business users to ensure full understanding and proper usage of tools
Conducts trainings and/or creates training materials with external users (customers and vendors) as the target audience to help improve customer experience
20% Data & Performance Metrics
Creates and maintains reports and dashboards to give visibility into performance and other key metrics
Works with stakeholders to identify gaps in functionality or performance and come up with solutions
You’ll be successful in this role if you have
Bachelor’s degree in computer science, software engineering, MIS or similar
2 years ACD/IVR management experience
2 year of full time, recent system administration experience.
1 year programming against APIs
Familiarity with Customer Support Operations or Sales Ops
Experience working with call center technology and processes
Experience working with the NICE inContact platform
Ability to work independently without relying on significant management oversight
Proficiency to use Microsoft Office products
Communicates Effectively: You enjoy managing multiple client relationships and follow up efficiently.
Customer Focus: You are on the front line with our internal stakeholders ensuring they have a strong knowledge of our product and services they use daily.
Action Oriented: Without specific direction, you are able to creatively provide solutions to any issues our internal stakeholders may have.
Instills Trust: You are the front line for building relationships. You continuously gain trust by providing exceptional customer service.
Insurance: Vision, Medical, Dental
401(k) plan with company match
Company paid life insurance day 1
Employee Assistance Program
Work from home option
For more information about our company and what we do, check out our website at www.carruslearn.com.
- Pay Type Salary