Workway
We are a professional staffing firm, working with organizations across the country to place exceptional candidates C urrently, we have a Senior IT Systems Analyst opportunity with a leading national provider of title insurance and settlement services, known for over a century of innovation and customer dedication.
This company offers a collaborative, hybrid work culture and has made significant recent investments in technology to enhance employee experience and operational excellence.
This is a hybrid role, with 3 in-office days per week.
The Senior IT Systems Analyst (CCaaS Administrator) is responsible for the specific duties listed below.
Your specific duties will include :
Lead the implementation and configuration of NICE CXone mPower components, including :
Quality Management (QM)
Workforce Management (WFM)
Performance Management
Interaction Analytics
Real-Time Interaction Guidance
Collaborate cross-functionally with Operations, IT, and Support teams for effective system integration and adoption.
Develop governance structure and maintain comprehensive documentation for mPower components.
Deliver training and support to internal users, ensuring optimal platform utilization.
Serve as the liaison with NICE TAM and other partners for issue resolution and system optimization.
Manage offshore and technical support resources, aligning with project goals and timelines.
Specific qualifications for the position include :
5+ years of experience with CCaaS platforms, with deep knowledge of NICE CXone.
Demonstrated success in implementing and supporting enterprise-level contact center solutions.
Expertise in contact center operations including WFM, QM, and analytics tools.
Exceptional project management, documentation, and stakeholder communication skills.
Proven analytical and problem-solving abilities in fast-paced environments.
Pay Rate Range : $ 58.78- $70.27 per hour
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Employees have access to healthcare benefits including medical, dental, and vision as well as a 401(k) plan.
Let one of our recruiters assist you in finding and preparing for interviews with our clients. Whether you are interested in a direct hire, temp-to-hire, or temporary position, Workway can help you put your best foot forward. Contact us today!
Workway, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances. For our complete EEO & Pay Transparency statement, please visit To receive state and federal compliance posters, e-mail hr@workway.com or call 972.514.1515.
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