Sr Administrator (Support & Operations)

Job Title: Sr Administrator (Support & Operations) Company: HCLTech Job Category: Salesforce Roles & Responsibilities: Roles \& Responsibilities Provide L2 production support for NICE CXone applications and telephony environments. Configure and support core CXone modules including: ACD, Studio, Skill Management, Agent Configuration, Teams, Business Data, Routing Attributes, IVR Call Flows. Monitor system health and proactively identify potential issues. Support deployment of configuration changes and application enhancements. Collaborate with L1, L3, development, infrastructure, and business teams. Handle user administration, access management, and role\-based permissions. Create and maintain operational documentation, SOPs, and knowledge base articles. Participate in on\-call support and production releases. Studio Script Development \& Troubleshooting Skill Management IVR Support Recording \& Quality Management (good to have) Queue Management Key Responsibilities ------------------------ 2\. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical \& security issues. 3\. To work on value adding activities such Knowledge base update \& management, training freshers, coaching analyst. 4\. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations \& security posture. Work Location: India Availability: Full time

Required Technical Skills 1\. To adhere to quality standards, regulatory requirements and company policies. 5\. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats. Skill Requirements ---------------------- null Must Have Skill ------------------- Other Requirements ---------------------- Key Skills: Salesforce Salary: Not disclosed