Transform Customer Experiences Through Technology Excellence

We're seeking a Customer Experience Platform Administrator Engineer to join our client's high-performance technology team. In this role, you'll be the technical mastermind behind our sophisticated customer interaction ecosystem, driving innovation that directly impacts business outcomes and customer satisfaction across our enterprise operations.

Why This Role Stands Out

This isn't just another system administration positionâ it's an opportunity to be the technical architect of customer experience transformation. You'll own the complete lifecycle of our NICE CXone environment while pioneering next-generation solutions that set new standards for operational excellence. Our commitment to innovation means you'll have the resources and autonomy to implement breakthrough technologies that drive real business impact.

Core Responsibilities

Platform Engineering & Optimization

Transform our customer interaction infrastructure by managing the complete NICE CXone ecosystem, including advanced performance analytics suites, AI-powered conversation intelligence, comprehensive feedback management systems, and intelligent workforce optimization tools. Your expertise will drive the configuration of sophisticated routing algorithms, skill-based assignment matrices, and conversational IVR architectures that exceed customer expectations.

Engineer seamless connectivity across our technology ecosystem, integrating Microsoft collaboration platforms, digital form solutions, enterprise CRM systems, and specialized third-party applications. You'll architect the technical foundation that enables our organization to deliver exceptional customer experiences at scale.

Advanced Automation & Development

Design and implement sophisticated automation frameworks using CXone Studio, creating custom scripting solutions that optimize IVR logic and streamline operational workflows. Leverage comprehensive API ecosystems for automated user lifecycle management, advanced data extraction protocols, and intelligent workflow orchestration that reduces manual overhead while improving accuracy.

Establish secure data exchange infrastructures including encrypted SFTP protocols and enterprise-grade security frameworks. Your work will ensure our technology stack meets the highest standards for data protection and operational security.

Performance Intelligence & Analytics

Architect comprehensive monitoring and alerting ecosystems using both native analytics platforms and custom-built monitoring solutions. Implement sophisticated Single Sign-On (SSO) architectures with advanced Multi-Factor Authentication (MFA) protocols, while maintaining detailed audit trails and granular Role-Based Access Control (RBAC) systems for regulatory compliance.

Lead strategic technology implementations introducing revolutionary platform capabilities and next-generation modules that drive competitive advantage. Create executive-level analytics dashboards, real-time operational command centers, and custom business intelligence frameworks that enable data-driven strategic decision making.

Data Engineering & AI Integration

Collaborate with data science teams to architect enterprise-scale data pipelines enabling real-time streaming and batch processing from customer interaction platforms to our advanced analytics infrastructure. Build sophisticated ETL workflows using Python, SQL, and modern data engineering frameworks that transform raw interaction data into actionable business insights.

Deploy AI-powered routing intelligence, natural language processing capabilities for intelligent keyword identification, and machine learning-driven agent assistance systems that continuously improve customer experience outcomes.

Technical Excellence & Innovation

Provide expert-level technical support for customer-facing operations teams, serving as the escalation point for complex platform challenges while maintaining comprehensive documentation for all configurations, workflows, and troubleshooting procedures. Conduct regular system audits ensuring compliance with security frameworks and data governance policies.

Utilize advanced diagnostic tools and log analysis to identify root causes of system issues, implementing proactive corrective actions that prevent future disruptions. Lead technical training initiatives for end users and power users, maintaining access to cutting-edge eLearning resources while developing internal knowledge management systems.

What You Bring

Technical Expertise

• Platform Mastery: 5+ years of deep experience with NICE CXone administration or comparable enterprise contact center platforms
• Operational Understanding: Comprehensive knowledge of contact center operations, IVR architecture design, and workforce management optimization
• Integration Excellence: Proven experience with complex system integrations across CRM platforms, Microsoft collaboration tools, and form automation solutions
• Analytics Proficiency: Advanced skills in dashboard configuration, analytics framework development, and feedback workflow optimization
• Development Capabilities: Strong programming background in RESTful API implementation, JavaScript or Python scripting, and data transformation protocols
• Security Expertise: Deep familiarity with enterprise security best practices including SSO implementation, MFA deployment, and RBAC configuration

Strategic Qualifications (Preferred)

• Professional Certifications: NICE CXone certifications (CXone Administration, Interaction Analytics)
• AI & Automation: Experience with AI-driven agent assistance tools and intelligent automation workflow development
• Security & Compliance: Advanced knowledge of cybersecurity protocols and data loss prevention frameworks
• Cloud & Analytics: Hands-on experience with cloud platforms (AWS, Azure) and data integration tools (Snowflake, Power BI)

The Excellence We Offer

Technology Leadership: Drive innovation with cutting-edge customer experience technologies and AI-powered solutions

Strategic Impact: Your technical expertise directly influences customer satisfaction metrics and business performance indicators

Professional Development: Comprehensive learning opportunities with industry-leading certification programs and mentorship initiatives

Innovation Freedom: Autonomy to experiment with emerging technologies and implement breakthrough solutions

Hybrid Excellence: Flexible work arrangements with access to our state-of-the-art Dallas-Fort Worth technology campus

Competitive Excellence: Industry-leading compensation package with performance-based incentives and comprehensive benefits

Ready to Engineer the Future of Customer Experience?

If you're passionate about leveraging technology to create exceptional customer experiences and thrive in environments where innovation meets operational excellence, this opportunity offers the perfect blend of technical challenge and strategic impact.

We are committed to building diverse, inclusive teams that reflect the communities we serve.

NICE, CXone, CX, Mpower Suite, JotForm, IVR logic, SSO, MFA, API, SFTP, RBAC, AWS, Azure, Snowflake, Power BI

Frontline Source Group is an Equal Opportunity Employer. Candidates must be authorized to work in the United States without sponsorship. The client cannot sponsor any visas.

Disclaimer: Sensitive and personal data will not be requested by Frontline Source Group or its affiliates until a job offer is made and accepted. If you ever doubt the validity of our job postings, we encourage you to call one of our branch locations to verify the status on any job.