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Platform Administration & Operations:

  • Serve as senior administrator for NICE CXone and Oracle Service Cloud, handling configuration, troubleshooting, and change management.
  • Lead root cause analysis for platform issues and coordinate escalations with vendors.

Reporting, Data & Analytics:

  • Own the reporting architecture, ensuring data integrity and delivering operational dashboards and executive reports.
  • Develop metrics for performance, quality, and efficiency, and support capacity planning and forecasting.

Modernization, AI & Automation:

  • Develop a technology modernization roadmap and pilot AI capabilities like agent-assist and conversational AI.
  • Evaluate and implement automation using RPA and low-code platforms to improve efficiency and customer experience.

Qualifications & Support:

  • Requires an active Secret clearance and 5+ years of contact center platform administration experience.
  • Supported by a technical resource for routine tasks, allowing focus on architecture, analytics, and strategic initiatives.

Edgewater Federal Solutions

Edgewater Federal Solutions is a government contracting firm that provides exceptional services to support customer missions. It is an ISO-certified, CMMI Level 3 company recognized as a Top Workplace in the Greater Washington Area.

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