Full-Time Systems Supervisor

Systems Supervisor is responsible for overseeing and managing contact center systems and tools, focusing on the NICE CXone platform.

Ensures optimal performance, reliability, and efficiency of these systems to support contact center goals.

Leads and develops a team of operations administrators, providing technical support, guidance, and mentorship.

Remote role. Monday to Friday 8:00 AM to 5:00 PM EST.

Responsibilities:

1. Systems Management & Administration
• Oversee daily 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 for minimal downtime.
• Collaborate with IT and vendor support to troubleshoot complex technical problems.
• Ensure system security and compliance with regulations and policies.
• Plan and execute system upgrades, patches, and implementations.

2. Project Management
• Lead and manage projects related to system enhancements, new feature implementations, and process improvements.
• Develop project plans, timelines, and track progress for timely completion.
• Gather and analyze business requirements to define system specifications, ensuring 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.

3. People Management & Leadership
• 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, monitor workload for 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.

Qualifications:

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• Proven experience in contact center systems administration, focusing 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, managing 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.

Salary Range: $71,000 USD - $107,800 USD

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