Application Support Analyst (CCaaS)

Location: Remote, United States; ability to work onsite at corporate or client offices as necessary.

Salary: USD 65,000–75,000 yearly

Company

hirify.global delivers technology consulting, engineering, and digital experience solutions for brands across multiple industries.

What you will do

• Provide Tier 2 incident management and resolve escalated issues affecting contact center operations.
• Administer NICE CXone, including user onboarding, configurations, dispositions, ACW settings, skills, campaigns, and teams.
• Modify and enhance existing NICE CXone Studio call flows and routing strategies for voice, chat, email, and SMS.
• Collaborate with IT teams, project managers, and client resources to drive issue resolution.
• Monitor call center KPIs and performance trends to support SLA compliance and operational improvements.
• Create and maintain knowledge base articles to strengthen Tier 1 and Service Desk support.

Requirements

• 2–4 years of experience administering and supporting NICE CXone or similar enterprise contact center platforms.
• Hands-on experience with NICE CXone administration and Studio development is strongly preferred.
• Strong technical troubleshooting, problem-solving, collaboration, and interpersonal skills.
• Experience documenting technical solutions and mentoring frontline support teams.
• Working knowledge of contact center integrations with Salesforce, ServiceNow, and EPIC.
• Associate’s degree, technical apprenticeship, or equivalent professional experience.

Nice to have

• Experience with NICE IEX WFM, Interaction Analytics, Quality Management, Personal Connection Dialer, or Feedback Management Survey.
• NICE CXone or related contact center technology certifications.

Culture & Benefits

• Hybrid work and flexible working hours.
• Medical, dental, vision, disability, life insurance, and AD&D coverage.
• Health Savings Account, Flexible Spending Accounts, and a 401(k) plan with employer match.
• Career coaching, training, certifications, technical communities, workshops, conferences, and online learning platforms.
• Share plan, performance bonuses, recognition awards, and referral bonus.
• Wellbeing programmes, employee assistance, hobby clubs, inclusion programmes, events, and celebrations.