CCC Platform and System Specialist
Core
Administer, report on, and optimize cloud contact centre platforms to ensure seamless customer and agent experiences.
Role type
Contact Centre Platform & Systems Specialist
Builds
Operational reporting, dashboards, and platform enhancements for a bank's contact centre.
Domain
Banking / Contact Centre Operations
Deliverable
dashboards & analysis
Required skills
Cloud contact centre platform administration, IVR configuration, call routing, operational reporting, data analysis, stakeholder management, business analysis, change management, Excel, Power Platform, SharePoint
Preferred skills
NICE CXone experience, continuous improvement mindset
Technologies
NICE CXone, Excel, Power Platform, SharePoint
Responsibilities
Manage and optimize contact centre platforms including IVR and call routing; produce operational reports and insights; develop dashboards to monitor performance; partner with operations and technology teams on system improvements; support change initiatives from planning to delivery.
Seniority
Mid-level, hands-on specialist
