NICE CXone Administrator (Remote)

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

Availity is a Healthcare IT company headquartered in Jacksonville, FL, with additional offices in Indianapolis, IN, and Bangalore, India, and a significant remote workforce throughout the US. Availity is the nation's largest health information network, connecting over 2 million providers with health plans nationwide and processing more than 13 billion transactions a year, and growing! We work collaboratively with health plans and providers to disrupt an antiquated healthcare system by offering solutions that solve core issues in how these stakeholders communicate. Availity also provides revenue cycle management solutions to help providers, hospitals, and health systems receive accurate, timely payment for their services.

As the premier healthcare engagement platform, our mission is to create connections and deliver products that help healthcare businesses succeed. We connect, delight, and empower the nation's premier healthcare ecosystem, providing multi-stakeholder solutions that simplify the business relationship between providers and health plans.

Reporting to the Manager, Internal Business Systems, the NICE CXone Administrator is a member of the Technical Support Team providing advanced level technical support and subject matter expertise for the CXone Platform. The Administrator will be responsible for product feature enhancements, maintenance and updates as well as identifying, documenting, and reporting issues with design, reliability, and maintenance to management before taking corrective action. The Administrator will work directly with contact center leadership as well as through support cases to ensure timely status updates, communication, process improvement and root cause correction.

Sponsorship, in any form, is not available for this position.

Location: Remote US - Eastern/Central Time Zones Preferred

Why you want to work on this team:

• This team is working toward Phase 1 of the CXone Platform implementation that will have major impacts on the Call Center and Helpdesk teams
• This individual will have a direct impact in how the CXone suite is roll out, enhanced, updated and maintained
• There is room for growth not only in terms of scope of role as the CXone Platform continues to grow in usage but also career mobility

To be qualified for this position:

• Bachelors Degree in Management Information Systems, Information Technology, Computer Science or Business Administration or equivalent work experience
• 3 to 5 years of experience delivering solutions using a CCaaS platform
• Experience with NICE inContact
• Experience with Studio Scripting Tool
• Experience with contact center technology tools:
  • Automatic Call Distribution [ACD]
  • Interactive Voice Response [IVR]
  • Quality Management [QM])
  • Workforce Management [WFM]

You will set yourself apart:

• Experience integrating with Salesforce CRM
• Familiarity utilizing APIs paired with operational understanding
• Experience with Salesforce Case Management software

You will be:

• Joining the Technical Support Team
• The SME for the CXone Platforms products, processes and systems
• Assisting with implementation, and management of the CCaaS system, ensuring that Service and peripherals are optimally configured to match business processes and meet business needs
• Managing Contact Center Software and tools efficiently (i.e. CX ONE User Hub, ACD, IVR, Performance Management, WFM, QM)
• Owning technical configuration of the system
• Analyzing IVR routing to ensure proper destination and outcomes
• Providing business analysis
• Regularly reviewing dashboard reporting and performance management for consistency and clarity
• Ensuring managerial users are able to access, utilize, and comprehend platform tools including Performance Management, Quality Management, and Interaction Analytics
• Identifying process and performance gaps and collaborate with contact center management to develop action plans based on findings
• Working cross-functionally with call center management to evaluate KPIs and performance at the team and individual level
• Troubleshooting issues and outages and submit support cases as needed
• Communicating new/revised processes and changes to the team; ensuring understanding of information and implementation of process/changes.
• Managing and communicate system issues and upgrades
• Maintaining system documentation and support documents (runbook, workflows etc.)

Availity culture and benefits:

• Availity is a certified "Great Place to Work"! Culture is important to us and there are many ways for you to make your mark here!
• We have several Diversity & Inclusion teams, a Young Professionals Group, a She Can Code IT group for women in tech, and various ways to engage with fellow Availity associates.
• Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too!
• Don't feel like wearing business attire? Cool, you can wear jeans - we are a casual place.
• Availity offers a robust total rewards package that is competitive and meaningful. We offer a competitive salary and bonus structure. We offer two different types of medical plans: a HDHP plan that has the lowest permitted deductible allowed by the IRS with a generous HSA company contribution and a PPO plan with a low deductible and out of pocket maximum. In addition, Availity offers two dental plans including orthodontia care (even for adults), vision, Employee Assistance Program (EAP), pet care, legal/ID shield services and a 401k match program that you can take advantage of on day one!
• We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.
• Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.
• Interested in furthering your education? We offer education reimbursement!
• Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.
• Want to work for an organization that gives back to the community? You're at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign. Each associate has 1 paid day per year to volunteer at the non-profit charity of your choice.

Availity perks for remote, hybrid and office-based associates:

• We offer a flexible working environment! Whether you are a fully remote associate or one that enjoys a hybrid or fully onsite approach we are flexible to help ensure you have a working environment to thrive in!
• Don't feel like going too far to eat? We occasionally have food trucks at our Jacksonville Office as well as food available for purchase in our cafe and an onsite cafe next to our Indianapolis office
• We also have onsite Fitness Centers with showers for our Jacksonville & Indianapolis offices and an annual Wellness reimbursement you can use for a gym membership, classes, sports activities, etc.
• We appreciate work/life balance! Need to get a quick break in between meetings? We offer online Yoga, virtual total body condition classes, step challenges, and health and wellness courses and in our Jacksonville office, we have Ping Pong, Foosball, Arcade games, and XBox to help you decompress - and we have a massage therapist onsite once a week for a little relaxation too
• We've got you covered with free coffee, lemonade and tea anytime you want in Jacksonville

Next steps:

After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process.

Interview process:

• Recruiter Resume Review
• Manager Resume Review
• Recruiter Phone Screen
• Manager Phone Interview
• Panel Video Interview

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify.

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