VP, Customer Contact Administration - NICE CXone Admin

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent combination of years of experience with High School diploma/GED); Master’s degree preferred
• 10+ years of progressive experience in contact center technology (CCaaS) and customer experience platforms, including 5+ years in enterprise administration/ engineering leadership
• Deep expertise with NiCE CXone (or comparable CCaaS), including Studio scripting, IVR/call flow design, omnichannel routing, WFM/ QM, analytics, and outbound dialer strategy
• 5+ years’ experience managing people and leading teams
• Strong technical background in cloud architecture concepts, APIs/ integrations, identity and access management, and data/ telemetry for operational reporting
• Demonstrated ability to lead cross-functional programs and govern change in highly regulated environments; experience partnering with InfoSec, Risk, and Compliance
• Prior experience managing budgets, contracts, and vendors
• Strong project management skills with the ability to effectively lead matrix teams
• Strong skills and experience in MS Word, Excel, and PowerPoint
• Strong verbal and written communication skills; ability to translate technical details into business impact
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization to influence stakeholders and drive required results
• Strong business acumen; strong fiscal and technical aptitude
• Effective management skills to include talent selection, training, coaching, mentorship, and performance management
• Strength of leadership with proven ability to foster an environment of positive employee engagement and trust
• Demonstrated ability to quickly establish credibility, coupled with for recognizing and supporting the organization’s culture, values, and priorities
• Collaborative and consultative work style
• Able to manage and lead change; agile; high learning agility
• Client-focused with strong execution skills and a results orientation; able to link to business needs with tactical execution and results
• Strong analytical skills coupled with sound judgement; strong problem-solving abilities
• Ability to analyze and interpret data to identify opportunities and propose solutions
• Strong attention to detail; strong quality and compliance orientation
• Effective time management for self and team
• Self-directed; ability to proactively surface questions, opportunities, issues, and concerns
• Professional maturity, integrity, ability to maintain confidential data and information

Benefits

• Medical, Dental and Vision Insurance
• Company Paid Life Insurance
• Disability Insurance
• Pet Insurance
• 401k Program with Employer Matching
• 3 Weeks Paid Time Off (PTO)
• Paid Holidays
• Wellness Initiatives
• Employee Assistance Program
• Eligible for Hybrid Work Schedule with Remote Flex Days

Pay

The hiring range for this position is between $150,000.00-$175,000.00 annually

Schedule

This position is eligible for an annual discretionary bonus

Featured Benefits

• Fay-Constructive Foundation was established to fulfill the philanthropic mission of The Fay Group employees to serve the communities in which they live and work.
• Each quarter, their contributions are donated to organizations focused on improving education opportunities, combating poverty, and supporting military service members and first responders.

About the Role

The VP of Customer Contact Administration owns the enterprise strategy, architecture, and operating model for Fay’s customer contact technologies. This role has primary accountability for the NICE CXone platform and its ecosystem of integrations by ensuring contact center capabilities across voice and digital channels enable exceptional customer experiences, regulatory-compliant operations, and scalable growth across multiple business units within the company.

Responsibilities

• Partnering closely with Contact Center Operations leaders, this role establishes standards and governance, including integration and cross-business alignment for workforce management (WFM), quality management (QM) practices, and tooling to deliver measurable improvements in service levels, quality, cost-to-serve and employee experience.

Skills

• Strong technical background in cloud architecture concepts, APIs/ integrations, identity and access management, and data/ telemetry for operational reporting
• Strong project management skills with the ability to effectively lead matrix teams
• Strong skills and experience in MS Word, Excel, and PowerPoint
• Strong verbal and written communication skills; ability to translate technical details into business impact
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization to influence stakeholders and drive required results
• Strong business acumen; strong fiscal and technical aptitude
• Effective management skills to include talent selection, training, coaching, mentorship, and performance management
• Strong analytical skills coupled with sound judgement; strong problem-solving abilities
• Ability to analyze and interpret data to identify opportunities and propose solutions
• Strong attention to detail; strong quality and compliance orientation
• Effective time management for self and team
• Self-directed; ability to proactively surface questions, opportunities, issues, and concerns
• Professional maturity, integrity, ability to maintain confidential data and information