NICE CXOne admin

We are seeking a highly motivated and detail-oriented Applications Administrator to join our Revenue Technology Admin Team. This role will focus primarily on administering, optimizing, and supporting platforms related to Post-Contact Analytics and Revenue Intelligence. Applications such as Gong and NICE Nexidia. The ideal candidate will be passionate about operational excellence, experienced with modern SaaS tools, and confident working cross-functionally with stakeholders in Sales, Success, Support, Marketing. The ideal candidate will also be motivated to work collaboratively with operations and enablement partners as well as admin peers.

Responsibilities (Included but not limited to):
• Serve as the lead admin for Gong and NICE Nexidia
• Manage user provisioning, roles, permissions, and license assignments.
• Monitor and maintain system integrations.
• Configure analytics dashboards, call filters, trackers and workflows.
• Ensure data integrity and troubleshoot syncing issues or API failures.
• Partner with Revenue Ops, Support, and CX teams to translate business goals into platform configurations.
• Develop scalable processes for managing scorecards, call coaching, and rep performance analysis.
• Leverage platform insights to support onboarding, training, and compliance efforts.
• Maintain accurate documentation of workflows, best practices, and governance standards.
• Participate in tool evaluations, upgrades, and migrations.
• Assist with UAT, release note communication, and feature rollouts.
• Help define KPIs to evaluate platform usage and business impact.

Preferred Qualifications:

Required Experience:
• 2 years of experience managing an application with a user count of no less than 500 active users.
• 2-4 years of experience administering SaaS platforms, preferably in CX or Revenue Intelligence.
• Hands on experience with Gong, NICE Nexidia, or similar tools (Observe.AI, Chorus, Verint, etc.).
• Familiarity with CRM (Salesforce), CCaaS (CXone), and BI tools (E.g., Tableau, Power BI).
• Experience managing integrations between Gong/Nexidia and Salesforce.
• Familiarity with JIRA documentation process.

Nice To Have:
• Understanding of call transcription, sentiment analysis, and QA frameworks.
• Exposure to voice traffic architecture, metadata tagging, or AI/ML use cases in call analytics.
• Experience with API tools (postman, Zapier, Workato) for low-code/no-code automation.
• Experience with AWS Bedrock / Connect
• Familiarity with Agile Frameworks (Scrum, Kanban, etc.)
• Background in Network Engineering
• Background in Virtual Environments (Citrix)

EDUCATION/CERTIFICATIONS:
Minimum Requirements:
• Highschool Diploma
• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field
--OR-- equivalent combination of education and relevant work experience.

Preferred Qualifications:
• Gong Revenue Intelligence Admin or Partner Enablement Certifications (if available)
• Salesforce Administrator
• Gainsight NXT Admin
• Google Data Analytics or Tableau Desktop Specialist
• ITIL Foundation (for ITSM process awareness)
• AWS Certified Cloud Practitioner