Application Support Analyst

The CCaaS (Contact Center as a Service) Analyst is responsible for the day-to-day administration, optimization, and Tier 2 support of Client's contact center solutions. Serving as the primary escalation point for issues the service desk cannot resolve, this role combines strong technical troubleshooting with exceptional people skills.

The Analyst focuses on comprehensive CCaaS administration, Studio development for existing call flows, and cross-functional collaboration. By maintaining a forward-thinking approach, this role not only resolves immediate technical challenges but also drives continuous improvement through the creation of knowledge base articles to empower Tier 1 support and prevent future escalations.

Tier 2 Incident Management

Act as the primary escalation point for Tier 2 customer incidents that cannot be resolved by the service desk. Provide prompt, efficient, and empathetic technical support to ensure minimal disruption to contact center operations.

• CXone Administration: Perform comprehensive administrative tasks within NICE CXone, including but not limited to onboarding new hires, managing user configurations, setting up dispositions, configuring After Call Work (ACW) settings, creation of skills, campaigns, and teams among many other tasks.
• Studio Development: Utilize NICE CXone Studio to modify and enhance existing call flows and routing strategies for voice, chat, email, and SMS channels based on evolving business requirements.
• Cross-Functional Collaboration: Take the lead in assisting teammates, partnering closely with internal IT teams, project managers, and other Client resources to drive swift and effective issue resolution.
• Proactive Knowledge Management: Maintain a forward-thinking approach by documenting solutions to escalated issues. Create, update, and publish comprehensive knowledge base articles to train Tier 1/Service Desk analysts, effectively reducing future escalation volumes.
• Data Analysis & Optimization: Monitor and analyze call center KPIs, performance metrics, and trends to ensure service level agreements are met and to support continuous operational improvements.
• Platform Support & Integration Awareness: Support the broader CCaaS ecosystem and maintain a working knowledge of its integrations with key CRM platforms like Salesforce, ServiceNow, and EPIC.
• 2-4 years of experience in the administration and support of NICE CXone CCaaS platform or similar enterprise contact center systems.
• Exceptional interpersonal and people skills, with a proven ability to collaborate effectively with both technical and non-technical stakeholders.
• Forward-thinking problem solver with a strong dedication to documenting technical solutions and mentoring frontline support teams.
• Strong preference for hands-on experience with NICE CXone administration and Studio development.
• Experience with other NICE products such as IEX WFM, Interaction Analytics, Quality Management, Personal Connection Dialer, and Feedback Management Survey is highly desired.
• NICE CXone certifications or related contact center technology certifications are a strong plus

Education:

• Associate’s Degree, technical apprenticeship, or equivalent professional experience required.

Discover some of the global benefits that empower our people to become the best version of themselves:

• Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;
• Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
• Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
• Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
• Health: Global internal wellbeing programme, access to wellbeing apps;
• Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.

Additional Employee Requirements

• Participation in both internal meetings and external meetings via video calls, as necessary.
• Ability to go into corporate or client offices to work onsite, as necessary.
• Prolonged periods of remaining stationary at a desk and working on a computer, as necessary.
• Ability to bend, kneel, crouch, and reach overhead, as necessary.
• Hand-eye coordination necessary to operate computers and various pieces of office equipment, as necessary.
• Vision abilities including close vision, toleration of fluorescent lighting, and adjusting focus, as necessary.
• For positions that require business travel and/or event attendance, ability to lift 25 lbs, as necessary.
• For positions that require business travel and/or event attendance, a valid driver’s license and acceptable driving record are required, as driving is an essential job function.

*If requested, reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs, absent undue hardship.

USA Benefits (Full time roles only, does not apply to contractor positions)

• Robust healthcare and benefits including Medical, Dental, vision, Disability coverage, and various other benefit options
• Flexible Spending Accounts (Medical, Transit, and Dependent Care)
• Employer Paid Life Insurance and AD&D Coverages
• Health Savings account paired with our low-cost High Deductible Medical Plan
• 401(k) Safe Harbor Retirement plan with employer match with immediately vest

At Endava, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives—because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential.

If you need adjustments or support during the recruitment process, please let us know.