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INFOSYS NOVA HOLDINGS LLC

Solution Architect

Windsor, CT · On-site

$62.75 - $82.75/hr

"We are unable to sponsor or take over sponsorship of an employment visa at this time." NICE CXone Solution ArchitectPosition Summary We are seeking an experienced NICE CXone Solution Architect to ...

GroHR

Contact Center - Technology Consultant

Coppell, TX · On-site

$113K - $140K/yr

Contact Center Technology Consultant (NICE CXone) About the Role Voxai Solutions, Inc. in Coppell, TX is seeking an in-person Contact Center Technology Consultant with hands-on experience in NICE ...

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Cxone information

What is a cxone?

Cxone, also known as NICE CXone, is a cloud-based customer experience platform designed to help businesses manage and optimize their contact center operations. It offers tools for omnichannel routing, workforce optimization, analytics, and automation, enabling organizations to deliver seamless customer service across various communication channels. Cxone integrates with other business systems and provides insights to improve both agent performance and customer satisfaction.

How does a cxone specialist typically collaborate with other departments to improve customer experience?

As a CXone Specialist, you will frequently work cross-functionally with teams such as IT, customer service, and operations to optimize contact center workflows and technology integrations. You may be involved in gathering feedback from frontline agents, translating business needs into technical requirements, and testing new features or updates. Regular communication and collaboration are essential, as you help ensure that the CXone platform supports overall business goals while also delivering a seamless customer experience.

What is the difference between Cxone vs Customer Service Representative?

AspectCxoneCustomer Service Representative
Required CredentialsTypically requires technical certifications or training in contact center platformsHigh school diploma or equivalent; customer service skills
Work EnvironmentCall centers, technical support teams, customer service departmentsRetail stores, call centers, office settings
Employer & Industry UsageUsed by tech companies, telecoms, and customer support firmsUsed across retail, banking, healthcare, and service industries
Search & Comparison IntentPeople comparing technical support roles involving contact center platformsIndividuals seeking general customer service roles

While Cxone specialists focus on technical support within contact centers, Customer Service Representatives handle general customer inquiries. Both roles are essential in customer support but differ in technical requirements and work environments.

What are the key skills and qualifications needed to thrive as a cxone administrator?

To thrive as a CXone Administrator, you need a solid understanding of contact center operations, cloud-based telephony, and experience with NICE CXone platform configuration, typically supported by relevant IT or computer science education. Familiarity with tools such as CXone Studio, APIs, workforce management systems, and CXone certification is highly valuable. Strong analytical thinking, problem-solving abilities, and effective communication skills help administrators optimize workflows and support users. These skills ensure seamless platform performance, improved customer experiences, and efficient contact center operations.
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What states have the most Cxone jobs?

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What job categories do people searching Cxone jobs look for?

The top searched job categories for Cxone jobs are:

Cxone jobs near you
Infographic showing various Cxone job openings in the United States as of August 2026, with employment types broken down into 67% Full Time, and 33% Contract. Highlights an 50% In-person, and 50% Remote job distribution.

Contact Center Reporting Analyst - Nice CXone

Essentia Health

Duluth, MN • On-site, Remote

$70K - $105K/yr

Full-time

Medical, Dental, Vision, Life, Retirement

Re-posted 18 days ago

Essentia Health rating

7.0

Company rating: 7.0 out of 10

Based on 210 frontline employees who took The Breakroom Quiz

413th of 887 rated healthcare providers

Job description

Building Location:Business Service CenterDepartment:1006860 SCHEDULING - EH SSJob Description:The Contact Center Reporting Analyst provides reporting, analysis, and actionable insights to support contact center operations, service quality, staffing, and business performance. This role uses NICE CXone tools, including Performance Management, Interaction Analytics (AI), Quality Management, and ACD reporting, to develop dashboards, reports, scorecards, and trend analysis for leadership and operational teams.
The analyst partners closely with contact center support analysts and contact center leadership to identify reporting needs, monitor key performance indicators, evaluate call quality, and support operational improvement. Responsibilities include data extraction, validation, analysis, report development, call quality review, and presentation of findings in clear and meaningful formats.
This role requires strong knowledge of contact center reporting, quality assurance, and performance metrics, along with an understanding of ambulatory healthcare processes and clinic office workflows. The ideal candidate can translate complex data into practical recommendations that support customer service standards and informed decision-making.Education Qualifications:

Key Responsibilities:

  • Uses existing reporting expertise to address advanced reporting needs for Nice CXone platform applications

  • Administers and configures the Patient Notify Portal to meeting clinical operational needs to inform patients of their appointments or inclement weather or clinical closures or partial closures events

  • Provides information, reports and dashboards that meet business requirements within given timeframe

  • Collaborates with Contact Center leadership on reporting and dashboards to drive meaningful performance data insights

  • Uses analytical tools and statistical techniques to analyze and formulate insights to drive improvements for contact center leadership

  • Uses KPI data to compile and track performance at both the team and individual levels

  • Makes appropriate recommendations and updates to reports in the Nice CXone platform applications

  • Supports contact center analyst peers as back up coverage

Education Requirements:

  • Bachelor's degree in business, computer science, information systems, or equivalent field of study

Required Qualifications:

  • 3 years' experience in a contact center environment

  • 1 year reporting experience with Nice CXone or top tier contact center cloud solution

  • Advanced Excel skills such as PivotTables, Conditional formatting, VLOOKUP, Data sorting and Data visualization

Preferred Qualifications:

  • Cloud Contact Center Reporting certification

Licensure/CertificationQualifications:FTE:1

Possible Remote/Hybrid Option:

RemoteShift Rotation:Day Rotation (United States of America)Shift Start Time:8amShift End Time:5pmWeekends:NOHolidays:NoCall Obligation:NoUnion:Union Posting Deadline:

Compensation Range:

$70,595.20 - $105,892.80Employee Benefits at Essentia Health: At Essentia Health, we're committed to supporting your well-being, growth, and work-life balance. Our comprehensive benefits include medical, dental, vision, life, and disability insurance, along with supplemental options to fit your needs. We offer a 401(k) plan with employer contributions to help you plan for the future, and we invest in your professional development through training, tuition reimbursement, and educational programs. To help you thrive both at work and at home, we provide flexible scheduling, generous time off, and wellness resources focused on your physical, mental, and emotional health. Please note that benefit eligibility may vary. For full details, refer to your benefit summary or contact our HR Service Center at (218) 576-0000.

What Essentia Health employees say

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About Essentia Health

Sourced by ZipRecruiter

Headquartered in Duluth, Minnesota, Essentia Health combines the strengths and talents of 13,500 employees, including 3,500 registered nurses & licensed practical nurses, who serve our patients and communities through the mission of being called to make a healthy difference in people's lives. Essentia Health, which includes many Catholic facilities, is guided by the values of Quality, Hospitality, Respect, Joy, Justice, Stewardship and Teamwork. The organization lives out its mission by having a patient-centered focus at 14 hospitals, 70 clinics, six long-term care facilities, three assisted living facilities, three independent living facilities, five ambulance services and one research institute.

Industry

Health care and social assistance

Company size

10,000+ Employees

Headquarters location

Duluth, MN, US

Year founded

2004

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