Responsibilities (Included but not limited to):
• Serve as the lead admin for Gong and NICE Nexidia
• Manage user provisioning, roles, permissions, and license assignments.
• Monitor and maintain system integrations.
• Configure analytics dashboards, call filters, trackers and workflows.
• Ensure data integrity and troubleshoot syncing issues or API failures.
• Partner with Revenue Ops, Support, and CX teams to translate business goals into platform configurations.
• Develop scalable processes for managing scorecards, call coaching, and rep performance analysis.
• Leverage platform insights to support onboarding, training, and compliance efforts.
• Maintain accurate documentation of workflows, best practices, and governance standards.
• Participate in tool evaluations, upgrades, and migrations.
• Assist with UAT, release note communication, and feature rollouts.
• Help define KPIs to evaluate platform usage and business impact.
Preferred Qualifications:
Required Experience:
• 2 years of experience managing an application with a user count of no less than 500 active users.
• 2-4 years of experience administering SaaS platforms, preferably in CX or Revenue Intelligence.
• Hands on experience with Gong, NICE Nexidia, or similar tools (Observe.AI, Chorus, Verint, etc.).
• Familiarity with CRM (Salesforce), CCaaS (CXone), and BI tools (E.g., Tableau, Power BI).
• Experience managing integrations between Gong/Nexidia and Salesforce.
• Familiarity with JIRA documentation process.
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