Sr Administrator (Support & Operations)

Job description

Roles & Responsibilities Provide L2 production support for NICE CXone applications and telephony environments. Troubleshoot and resolve incidents, service requests, and platform-related issues within SLA. Configure and support core CXone modules including: ACD, Studio, Skill Management, Agent Configuration, Teams, Business Data, Routing Attributes, IVR Call Flows. Monitor system health and proactively identify potential issues. Perform root cause analysis (RCA) for recurring production incidents. Support deployment of configuration changes and application enhancements. Collaborate with L1, L3, development, infrastructure, and business teams. Handle user administration, access management, and role-based permissions. Create and maintain operational documentation, SOPs, and knowledge base articles. Participate in on-call support and production releases. Ensure compliance with ITIL processes. Required Technical Skills NICE CXone Administration Studio Script Development & Troubleshooting ACD Configuration Skill Management Agent Profiles & Teams Business Data Routing Configuration IVR Support Digital Channels (preferred) Reporting and basic Analytics Recording & Quality Management (good to have) Contact Center Operations Omnichannel Routing Call Flows Queue Management Workforce concepts Customer Interaction Lifecycle SIP Basics Voice Routing PSTN Concepts Basic VoIP Troubleshooting REST APIs OAuth Basics CRM Integrations (Salesforce, ServiceNow, Dynamics – preferred) Key Responsibilities 1. To adhere to quality standards, regulatory requirements and company policies. 2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues. 3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst. 4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture. 5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats. Skill Requirements null Other Requirements null Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. 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