Contact Center Platform Analyst

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Dayforce

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🏢 Enterprise

💰 $1G Post-IPO Debt - Dayforce on 2024-03

HR Tech • SaaS • Enterprise

Dayforce is a cloud-based human capital management (HCM) platform that unifies payroll, HR, workforce management, time and attendance, benefits, and talent management into a single application. Delivered as a software-as-a-service solution, Dayforce is used by employers to manage the employee lifecycle, payroll processing, scheduling, and regulatory compliance across locations.

📋 Description

• 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

• 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

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