Overview

Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.

CTI / CCaaS (NICE CXOne) Administrator

Job Summary:

The CTI (Computer Telephony Integration) / CaaS (Contact Center as a Service) Administrator is responsible for implementing, managing, and supporting the organization's telephony integration systems. This role ensures seamless operation and connectivity between the company's contact center systems, back end systems and CRM to improve the customer service and communication experience.

Key Responsibilities:

System Administration

Install, configure, and maintain CCaaS systems and software.
Design and implement automation for call routing and interaction with the CXOne Salesforce embedded agent.
Conduct regular system backups and ensure data integrity.

Integration and Development

Integrate telephony systems with CRM (Customer Relationship Management) and other business applications using the CXOne Embedded Agent.
Develop custom scripts and programs to enhance CaaS functionality.
Collaborate with software developers, CRM and operations teams to ensure seamless integration.

User Support and Training

Provide technical support and training to end-users on CTI systems and related technologies.
Document system configurations, processes, and procedures for reference and training purposes.

Performance Monitoring and Reporting

Monitor system performance and generate regular reports on system usage and issues.
Optimize system performance and ensure maximum uptime.

Qualifications:

3+ years of experience in CTI administration, telephony systems, or related roles.
Must have extensive experience with NICE CXOne and a strong understanding of contact centers.
Technical proficiency in NICE CXOne including scripting, routing, skills management and other automation.
Experience with CRM systems and integration.
Bachelor’s degree in Computer Science, Information Technology, or related field a plus.

Preferred Qualifications:

Familiarity with scripting languages such as Python, Perl, or similar are a plus to have.

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We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

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