Nice inContact Administrator

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  

Education/Experience 

• 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 

Skills 

• 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 

Benefits 

• Insurance: Vision, Medical, Dental 

• 401(k) plan with company match 

• Company paid life insurance day 1 

• Employee Assistance Program 

• Paid Holidays 

• Onsite gym 

• PTO 

• Work from home option 

For more information about our company and what we do, check out our website at www.carruslearn.com.