Application Support Analyst

Endava

. Administer, optimize, and provide Tier 2 support for Client’s contact center solutions .

Posted 10/2/2026full-timeRemote • United StatesJuniorMid-Level💰 $65,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in NICE CXone administration and support, with a strong focus on optimizing contact center operations and providing empathetic technical support. Capable of collaborating with diverse teams and documenting solutions effectively.

Highest-signal resume keywords

NICE CXone AdministrationCall Flow ModificationKPI Monitoring and AnalysisTechnical SupportNICE CXone Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

NICE CXone Studio DevelopmentUser Configuration ManagementCampaign CreationACW Settings ConfigurationIntegration Awareness

Soft Skills

Interpersonal SkillsProblem SolvingCollaborationEmpathyMentoring

Tools & Technologies

SalesforceServiceNowEPICIEX WFMInteraction Analytics

Certifications & Qualifications

NICE CXone CertificationsContact Center Technology Certifications

Industry Keywords

CCaaSContact Center SolutionsPerformance MetricsService Level AgreementsKnowledge Base Documentation

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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