Highspring

Design, implement, and maintain cloud-native contact center platforms using NICE CXone solutions. This includes developing custom scripts, API integrations, and translating business needs into technical features for executive stakeholders.

Manage day-to-day operations of Tier 2 Analysts, including hiring, coaching, and performance evaluation based on key metrics. Oversee client projects, upgrades, and resource planning while maintaining strong relationships with clients and internal teams.

The Level 1 Call Center Agent provides 24x7 technical support to healthcare customers by analyzing issues and documenting transactions in tracking software. They are responsible for following escalation procedures and ensuring prompt, accurate service to end-users via remote connections.