Application Support Analyst

🕒 Yesterday

🇺🇸 United States – Remote

💵 $65k - $75k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Endava

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2000

🏥 Healthcare

📣 Marketing

📦 Logistics

💰 Post-IPO Debt on 2023-02

Healthcare • Marketing • Logistics

Endava is a technology company that partners with clients to drive meaningful change through innovative technological solutions. With over two decades of experience, Endava combines world-class engineering, industry expertise, and a people-centric mindset to transform businesses across various sectors. Specializing in areas such as finance and banking, healthcare, media, and telecommunications, Endava leverages its industry-specific knowledge to create solutions that meet the evolving needs of the market. The company is committed to building trusted partnerships and creating positive impacts for both businesses and people.

📋 Description

• Administer, optimize, and provide Tier 2 support for Client’s contact center solutions • Act as the primary escalation point for customer incidents unresolved by the service desk • Provide prompt, efficient, and empathetic technical support to minimize disruption to contact center operations • Perform NICE CXone administration, including onboarding new hires, managing user configurations, setting dispositions, configuring ACW settings, and creating skills, campaigns, and teams • Modify and enhance existing NICE CXone Studio call flows and routing strategies for voice, chat, email, and SMS channels • Collaborate with internal IT teams, project managers, and other Client resources to resolve issues • Document solutions to escalated issues and create, update, and publish knowledge base articles for Tier 1/Service Desk analysts • Monitor and analyze call center KPIs, performance metrics, and trends to meet service level agreements and improve operations • Support the broader CCaaS ecosystem and maintain awareness of integrations with Salesforce, ServiceNow, and EPIC

🎯 Requirements

• 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 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 • Associate’s Degree, technical apprenticeship, or equivalent professional experience required • Participation in internal and external meetings via video calls, as necessary • Ability to go into corporate or client offices to work onsite, as necessary • Ability to work at a desk and on a computer for prolonged periods, as necessary • Ability to bend, kneel, crouch, and reach overhead, as necessary • Hand-eye coordination to operate computers and office equipment, as necessary • Vision abilities including close vision, toleration of fluorescent lighting, and adjusting focus, as necessary • For positions requiring business travel/event attendance, ability to lift 25 lbs, as necessary • For positions requiring business travel/event attendance, valid driver’s license and acceptable driving record are required

🏖️ Benefits

• Competitive salary package • Share plan • Company performance bonuses • Value-based recognition awards • Referral bonus • Career coaching • Global career opportunities • Non-linear career paths • Internal development programmes for management and technical leadership • Complex projects • Rotations • Internal tech communities • Training • Certifications • Coaching • Online learning platforms subscriptions • Pass-it-on sessions • Workshops • Conferences • Hybrid work • Flexible working hours • Employee assistance programme • Global internal wellbeing programme • Access to wellbeing apps • Hobby clubs and interest groups • Inclusion and diversity programmes • Events and celebrations • 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