Job Summary

System Maintenance & Technical Skills

• Administer and support Zoom Phone and NiCE CXone platforms on a day-to-day basis, including telephony/VoIP, ticketing, CRM, and related contact-centre systems.
• Monitor and maintain ticketing workflows, automation rules, user access permissions, system configurations, and platform performance.
• Support data extraction, reporting, and operational analysis to meet business and stakeholder requirements.
• Troubleshoot system issues, coordinate with vendors where needed, and help ensure reliable service delivery.

Required Skills & Experience

• Hands-on experience with SaaS contact-centre applications, particularly Zoom Phone and NiCE CXone.
• Experience using IT service-management and ticketing tools, preferably Freshservice.
• Strong written communication skills, with the ability to engage agents, clients, and stakeholders through chat and email.
• Understanding of routing strategies, queues, skills-based routing, and call-distribution logic.
• Technical knowledge of contact-centre operations and customer-service environments.
• Ability to analyse operational issues, recommend improvements, and work effectively across technical and business teams.

Vendor Technologies

• NiCE CXone / inContact
• Zoom Phone
• Vonage (Nexmo)
• Voice and telephony systems

Key Responsibilities

• Hands-on experience with SaaS contact-centre applications, particularly Zoom Phone and NiCE CXone.
• Experience using IT service-management and ticketing tools, preferably Freshservice.
• Strong written communication skills, with the ability to engage agents, clients, and stakeholders through chat and email.
• Understanding of routing strategies, queues, skills-based routing, and call-distribution logic.
• Technical knowledge of contact-centre operations and customer-service environments.
• Ability to analyse operational issues, recommend improvements, and work effectively across technical and business teams.

Skill Requirements

Other Requirements