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CXone Administrator

GetInsured

Remote / Mountain View, CA, US
  • Job Type: Full-Time
  • Function: IT
  • Industry: Healthcare
  • Post Date: 11/29/2022
  • Website: getinsured.com
  • Company Address: 1305 Terra Bella Avenue, Mountain View, CA, 94043

About GetInsured

We are a company on a mission to improve the way people shop for and enroll in health insurance. And we’re building world-class cloud-based software to bring the public health sector along with us.

Job Description

It's truly an exciting time to be a part of GetInsured. Our vision has always been to make finding and enrolling in health insurance simple. GetInsured currently has the largest state-based marketplace footprint, and our consumer-friendly interface and decision support tools empower millions of consumers across the country to make better health plan decisions. GetInsured builds and operates award-winning cloud-based enrollment tools that serve state-based exchanges, brokers, insurers, and consumers. In addition to eligibility determination, plan selection, and enrollment technology for state agencies, the company delivers innovative agent marketing and call center tools and services.
 
The NICE / CXone administrator position is crucial to the smooth operation of our Contact center. Our contact center is a mid-size, distributed organization with agents located all over the US. It services consumers from several states. We consistently maintain a very high customer satisfaction rating. A key factor in achieving a high rating is that the agents have the IT tools to service the consumers effectively.
 
Responsibilities:
 
The primary responsibility is to maintain and enhance our CXone implementations. The secondary responsibility is to work on general IT related tasks as needed.
 
Administration & implementation tasks associated with implementing and maintaining our NICE / CXone solution. This includes the configuration, management, and enhancement of the system.
 
Create, maintain, and update the CXone applications used for call and screen recordings including Central, QM, WFM, Reporting, and Speech Analytics.
 
Create, maintain, and update CXone IVR scripts/code using CXone Studio
 
Create, maintain, and update the IVR configurations based on requirements from the business and client teams.
 
Support the integration of CXone technology including screen-pops and omnichannel routing of voice, email and chat via web services.
 
Analyzes, diagnoses, and resolves application problems related to NICE-InContact's contact center technology. Where necessary, work with the CXone team for follow-up and prompt resolution.
 
Work with internal and external teams for continuous process improvements to ensure high-quality and timely delivery of CXone applications.
 
Develops policies, procedures, and standards for installing, configuring, and supporting NICE-InContact's contact center technology.
 
Monitor CXone applications to ensure high availability, security, and compliance.
 
Performs on-call or scheduled after-hours work as required. Most of the time, the contact center is open during regular work hours on weekdays and a sometimes on Saturdays, but will be open for extended periods during the Open Enrollment period (usually November January
 
Based on available time, the role includes general IT support for the desktops of the call center agents and other infrastructure related to the call center.
 
Requirements:
 
At least five years of IT administration and support. At least two years of CXone administration and support.
 
Experience in configuration and setting up of CXone tenants, IVR, and other applications.
 
Pluses:
 
Experience in Windows / Linux desktop support.
 
Experience in other IT applications.
 
What we offer:
 
A challenging, consumer-facing problem space, where you can make an immediate impact. Youll be wearing multiple hats and working on various projects and teams. You will get your hands dirty with the latest technologies, learn to use new tools and get the opportunity have your say in the final product. Youll work alongside a great team that assumes the best intentions and makes every effort to show empathy and care in all interactions. Were a well-funded and stable private company with excellent salaries, medical/dental/vision coverage, and perks. GetInsured is an Equal Opportunity Employer.
 
Benefits:
 
Health, Dental, Vision, Life, Disability
401k match
Stock options
Yearly Education allowance

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