Contact Center Platform Analyst

Dayforce

Contact Center Platform Analyst responsible for administration, configuration, and optimization of contact center platforms. Includes project management and real-time operational support while collaborating with various stakeholders.

Posted 7/27/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in administering and optimizing contact center platforms, particularly NICE CXone, with a strong focus on configuration management, project coordination, and cross-functional collaboration. Proficient in analyzing performance metrics and implementing changes to enhance operational efficiency and service delivery.

Highest-signal resume keywords

NICE CXone AdministrationContact Center ConfigurationProject ManagementAnalytical SkillsCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

NICE Studio TroubleshootingSkills AdministrationRouting ConfigurationCampaign ManagementDialer ManagementQueue AdministrationPerformance MonitoringChange ManagementOperational AnalysisReporting Validation

Soft Skills

Attention to DetailOrganizational SkillsTime ManagementClear CommunicationCollaboration

Tools & Technologies

Microsoft Office SuiteMicrosoft TeamsSlackRingCentralNICE CXone

Industry Keywords

Contact CenterOperational Decision-MakingStakeholder ManagementVendor CoordinationReal-Time Insight

About the role

Key responsibilities & impact

Administers and maintains contact center platform configuration to support business and operational needs.
Creates, updates, and maintains skills, dialers, campaigns, phone numbers, routing configurations, and other contact center system settings.
Supports and optimizes current contact center platforms, including RingCentral and NICE CXone, while maintaining flexibility to support future systems and tools.
Partners with Workforce Management and Operations leaders to implement platform changes aligned to contact center strategy and service delivery goals.
Monitors platform performance, queue behavior, dialer activity, and routing effectiveness during live operations to identify configuration issues, operational risks, or opportunities for improvement.
Provides real-time insight to Workforce Management and Operations regarding skill performance, routing behavior, dialer activity, and other platform-related impacts to service delivery.
Executes approved same-day configuration changes in support of operational priorities and business needs.
Plans, coordinates, and tracks platform-related initiatives, enhancements, and feature launches to ensure work is completed on time and within scope.
Defines project activities, milestones, dependencies, risks, and communication needs for platform-related projects and enhancements.
Coordinates cross-functional stakeholders, including WFM, Operations, IT, Training, and external vendors, to support successful implementation of platform updates and process improvements.
Serves as a key point of contact for vendors to troubleshoot issues, coordinate resolution efforts, escalate concerns, and support testing and launch of new features and functionality.
Maintains project documentation, change logs, configuration standards, meeting notes, and operating procedures.
Supports testing, validation, user acceptance activities, and rollout of system changes to ensure accuracy and operational readiness.
Identifies potential risks, dependencies, and impacts related to platform changes and recommend mitigation strategies.
Monitors configuration effectiveness and identifies opportunities to improve efficiency, consistency, scalability, and platform utilization.
Supports reporting validation and operational analysis related to platform setup, changes, and performance as needed.
Ensures changes are completed accurately, timely, and in accordance with established processes and controls.
Performs other duties as assigned.

Requirements

What you’ll need

A high school diploma or equivalent is required; a bachelor's degree in business, operations, information systems, project management, or a related field is preferred.
A minimum of five (5) years of hands-on experience administering or supporting NICE CXone in a contact center environment is required.
Experience making changes and troubleshooting within NICE Studio.
Experience with contact center configuration such as skills, routing, campaigns, dialers, queues, and phone number administration.
Experience partnering directly with software or platform vendors to troubleshoot issues, test solutions, and support new feature rollouts.
Experience coordinating cross-functional initiatives or managing project workstreams involving multiple stakeholders.
Strong analytical skills with the ability to identify issues, trends, risks, and improvement opportunities.
Strong attention to detail and ability to manage multiple configuration changes and project tasks accurately.
Strong organizational, time management, and documentation skills in a fast-paced operational environment.
Ability to communicate clearly with technical and non-technical stakeholders and provide concise project and status updates.
Ability to work collaboratively with Workforce Management, Operations, IT, vendors, and other stakeholders to drive results.
Experience supporting testing, change management, implementation, and rollout of platform updates preferred.
Experience monitoring contact center performance or supporting real-time operational decision-making preferred.
Proficiency in Microsoft Office Suite and modern communication tools used by virtual teams (e.g., Microsoft Teams, Slack).
Willingness and ability to work flexible hours as needed.

Benefits

Comp & perks

Reasonable accommodations for qualified individuals with documented disabilities.
Flexible hours as needed.