This position supports Education and Contact Center Operations, providing contact center architecture and escalated level system support for Contact Center systems utilized in contract activity with Oklahoma Department of Human Services. It will provide direct support of the NICE InContact CXone Contact Center platform, in cooperation with partners at DHS and OMES, creating scripts, configuring setups, and working with customers to resolve and troubleshoot multiple issues.

Duties include:

• Administration and configuration of the Contact Center System (NICE CXone)
• Engaging with customers to troubleshoot escalated issues with Contact Center System
• Providing specialized training to administrative level users on utilization of platform and system
• Setting up new call flows, scripts, skills and other elements as part of new projects or modifying existing setups
• Helping document configuration and setup for team
• Assisting with reporting needs on platform
• Assisting other team members with resolution of higher complexity problems or issues
• Assisting with integration of additional software with platform
• Attending regular meetings and trainings to keep current with changes in platform and options
• Work with partners in OMES and Oklahoma Human Services to achieve contractual goals

Required Education: Bachelor's degree

• 48 months experience as an IT or Desktop Support Technician or related experience.

Equivalency Substitution: Will accept 48 months related experience in lieu of the Bachelor's Degree for a total of 96 months experience.

Skills:

• Experience with administration and configuration of Contact Center systems
• Experience with best practices in configuration of voice and other contact flows
• Excellent ability to communicate verbally and in writing
• Excellent problemsolving skills
• Customer service and good interpersonal skills

Advertised Physical Requirements:

• Sit for prolonged periods of time. Use of a computer. Manual dexterity. Communicate effectively and listens

Departmental Preferences:

• Experience with State Agency IT, especially OMES and Oklahoma Human Services
• Highly proficient with NICE InContact CXone, CXone Studio, Performance Manager, Feedback Manager, and other related applications
• Experience supporting large high volume Contact Centers

Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy. To view the policy, visit https://hr.ou.edu/PoliciesHandbooks/TBTesting.

Diversity Statement: The University of Oklahoma is committed to achieving a diverse, equitable, and inclusive university community by recognizing each person's unique contributions, background, and perspectives. The University of Oklahoma strives to cultivate a sense of belonging and emotional support for all, recognizing that fostering an inclusive environment for all is vital in the pursuit of academic and inclusive excellence in all aspects of our institutional mission.

Equal Employment Opportunity Statement: The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.