Application Support Analyst

Summary

Endava is a technology company that combines engineering, industry expertise, and a people-centric mindset to create digital platforms and experiences for leading brands. The Application Support Analyst administers, optimizes, and provides Tier 2 support for NICE CXone contact center solutions, including troubleshooting incidents, developing call flows, analyzing performance metrics, and documenting solutions. The role also collaborates with internal teams and supports integrations across the broader CCaaS ecosystem.

Responsibilities

• Act as the primary escalation point for Tier 2 customer incidents that cannot be resolved by the service desk. Provide prompt, efficient, and empathetic technical support to ensure minimal disruption to contact center operations
• Perform comprehensive administrative tasks within NICE CXone, including but not limited to onboarding new hires, managing user configurations, setting up dispositions, configuring After Call Work (ACW) settings, creation of skills, campaigns, and teams among many other tasks
• Utilize NICE CXone Studio to modify and enhance existing call flows and routing strategies for voice, chat, email, and SMS channels based on evolving business requirements
• Take the lead in assisting teammates, partnering closely with internal IT teams, project managers, and other Client resources to drive swift and effective issue resolution
• Maintain a forward-thinking approach by documenting solutions to escalated issues. Create, update, and publish comprehensive knowledge base articles to train Tier 1/Service Desk analysts, effectively reducing future escalation volumes
• Monitor and analyze call center KPIs, performance metrics, and trends to ensure service level agreements are met and to support continuous operational improvements
• Support the broader CCaaS ecosystem and maintain a working knowledge of its integrations with key CRM platforms like Salesforce, ServiceNow, and EPIC

Skills

• 2-4 years of experience in the administration and support of NICE CXone CCaaS platform or similar enterprise contact center systems
• Exceptional interpersonal and people skills, with a proven ability to collaborate effectively with both technical and non-technical stakeholders
• Forward-thinking problem solver with a strong dedication to documenting technical solutions and mentoring frontline support teams
• Associate's Degree, technical apprenticeship, or equivalent professional experience required
• Strong preference for hands-on experience with NICE CXone administration and Studio development
• Experience with other NICE products such as IEX WFM, Interaction Analytics, Quality Management, Personal Connection Dialer, and Feedback Management Survey is highly desired
• NICE CXone certifications or related contact center technology certifications are a strong plus

Qualifications

Must Haves

• 2-4 years of experience in the administration and support of NICE CXone CCaaS platform or similar enterprise contact center systems
• Exceptional interpersonal and people skills, with a proven ability to collaborate effectively with both technical and non-technical stakeholders
• Forward-thinking problem solver with a strong dedication to documenting technical solutions and mentoring frontline support teams
• Associate's Degree, technical apprenticeship, or equivalent professional experience required

Nice to Haves

• Strong preference for hands-on experience with NICE CXone administration and Studio development
• Experience with other NICE products such as IEX WFM, Interaction Analytics, Quality Management, Personal Connection Dialer, and Feedback Management Survey is highly desired
• NICE CXone certifications or related contact center technology certifications are a strong plus

Benefits

• Share plan
• Company performance bonuses
• Value-based recognition awards
• Referral bonus
• Career coaching
• Global career opportunities
• Non-linear career paths
• Internal development programmes for management and technical leadership
• Complex projects
• Rotations
• Internal tech communities
• Training
• Certifications
• Coaching
• Online learning platform subscriptions
• Pass-it-on sessions
• Workshops
• Conferences
• Hybrid work and flexible working hours
• Employee assistance programme
• Global internal wellbeing programme
• Access to wellbeing apps
• Global internal tech communities
• Hobby clubs and interest groups
• Inclusion and diversity programmes
• Events and celebrations
• For full-time roles only, robust healthcare and benefits including Medical, Dental, vision, Disability coverage, and various other benefit options
• For full-time roles only, Flexible Spending Accounts (Medical, Transit, and Dependent Care)
• For full-time roles only, employer-paid life insurance and AD&D coverages
• For full-time roles only, Health Savings Account paired with the low-cost High Deductible Medical Plan
• For full-time roles only, 401(k) Safe Harbor Retirement plan with employer match and immediate vesting