CXone Helpdesk Manager

*This is for international applicants only. If you are located in the U.S., please visit our Careers Page.*

*We are unable to sponsor or take over sponsorship of an employment Visa at this time. We do not offer international contractor roles, ONLY international employment agreements.*

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

Are you a good fit for our team? Insite’s purpose is to help people win. We seek individuals that enjoy working in a collaborative environment and celebrate continuous improvement. We also seek people that strongly resonate with our Core Tenets: Embrace the Journey, Stay Curious, Be Exceptional, and Succeed Together!

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.

How you can be Exceptional in this role:

• 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

How you will help us Succeed together:

• 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

How you can Stand out:

• 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