[Hiring] CXone Helpdesk Manager @Insite Managed Solutions

Role Description

This is a remote role for individuals who currently reside in the Philippines. Compensation is 85,000 - 115,000 PHP/month, with PTO and benefits (health, dental, life) and more eligibility within 1 month of start date.

As a CXone Helpdesk Manager, you will oversee day-to-day operational support for a NICE CXone environment, owning L2 escalations, supporting L1 coverage and quality, and coordinating platform-related projects. This role serves as a key operational point of contact, balancing elevated CXone administration and troubleshooting with project coordination, stakeholder communication, and appropriate escalation to Senior CXone Engineering or Architecture resources when deeper platform expertise is required.

• Own the L2 escalation queue, triaging and resolving issues escalated beyond L1 support and engaging Senior CXone Engineering or Architecture resources when deeper platform expertise is required.
• Provide L1-level support as needed for coverage and backfill while maintaining consistent troubleshooting standards across the L1 queue.
• Perform elevated CXone administrative tasks, including agent and user provisioning, skill and routing assignment updates, and queue and schedule configuration.
• Manage small-to-medium platform-related projects by tracking scope, timelines, status, and coordination across engineering, administration, and business stakeholders.
• Apply basic PMO practices to the intake, prioritization, tracking, and status reporting of CXone-related change requests and initiatives.
• Serve as the day-to-day point of contact for operational status, escalations, and project updates.

Qualifications

• 3-5 years of contact center or helpdesk support experience, including direct L2 escalation handling.
• Previous experience in a team lead, supervisor, or project coordination capacity.
• Working knowledge of the NICE CXone administrative console, including user, skill, routing management and basic network principles.
• Experience applying basic project management or PMO practices, including intake, tracking, and status reporting, to technical initiatives.
• Strong troubleshooting and communication skills with the ability to serve as an escalation point for both technical and non-technical stakeholders.

Requirements

• NICE CXone certification.
• Formal project management training or certification, such as CAPM or PMP, or demonstrated PMO experience.
• Project leadership experience coordinating with Senior CXone Engineering or Architecture resources on escalations requiring platform-level changes.

Benefits

• PTO.
• Health benefits.
• Dental benefits.
• Life insurance benefits.
• Eligibility for additional benefits within 1 month of start date.

Company Description

Equal Opportunity Employer M/F/D/V