Systems Supervisor

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands here

The Systems Supervisor is responsible for the oversight and management of the contact center's systems and tools, with a primary focus on the NICE CXone platform. This role ensures the optimal performance, reliability, and efficiency of these critical systems to support the contact center's operational goals. Additionally, this position will lead and develop a team of operation administrators, providing technical support, guidance and mentorship to ensure their success.

This is a remote role. Monday to Friday 8:00am to 5:00pm EST.

RESPONSIBLIITIES:

Systems Management & Administration:

• Oversee the day-to-day administration and maintenance of CXone and related technologies.
• Manage system configurations, including call routing, IVR flows, and phone scripting.
• Monitor system performance, identify potential issues, and implement proactive solutions to ensure minimal downtime.
• Collaborate with IT and vendor support to troubleshoot and resolve complex technical problems.
• Ensure system security and compliance with relevant regulations and company policies.
• Plan and execute system upgrades, patches, and implementations.

Project Management:

• Lead and manage projects related to system enhancements, new feature implementations, and process improvements.
• Develop project plans, timelines, and track progress to ensure timely completion.
• Gather and analyze business requirements to define system specifications and ensure alignment with contact center objectives.
• Coordinate with cross-functional teams to implement and test system changes.
• Document project activities and provide regular updates to stakeholders.

People Management & Leadership:

• Supervise, mentor, and develop a team of systems administrators.
• Conduct regular performance evaluations, provide feedback, and identify training needs.
• Foster a collaborative and supportive team environment.
• Assign tasks and responsibilities and monitor workload to ensure efficient resource utilization.
• Provide technical guidance and support to team members.
• Handle employee relations issues and ensure compliance with HR policies.
• Develop and maintain documentation for system configurations, processes, and procedures.
• Provide regular reports to management on system performance and project status.

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience in contact center systems administration, with a strong focus on ACD systems, specifically NICE CXone. 
• Demonstrated experience in managing and leading a technical team.
• Strong understanding of contact center operations and best practices.
• Proficiency in system configuration, troubleshooting, and performance monitoring.
• Excellent project management skills, with the ability to manage multiple projects simultaneously.
• Strong analytical and problem-solving skills. 
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team. 
• Experience with IVR design and implementation.

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $71,000 USD - $107,800 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, inclusive fertility / adoption benefits, and more. We offer numerous Employee Resource Groups to support inclusivity and our associates’ feeling of belonging at work.

Fortune Brands is a brand, innovation and channel leader focused on exciting, supercharged categories in the home products, security and commercial building markets. Our portfolio of brands includes Moen, House of Rohl, Aqualisa, SpringWell, Therma-Tru, Larson, Fiberon, Master Lock, SentrySafe and Yale residential.

Fortune Brands is headquartered in Deerfield, Illinois and trades on the NYSE as FBIN

Equal Employment Opportunity:

FBIN is an equal employment opportunity employer and does not discriminate against any applicant based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

We are committed to a diverse and inclusive workplace and encourage applicants from all backgrounds to apply. To support our efforts, we invite you to voluntarily share your gender, ethnicity, and veteran status. This information is confidential and helps us ensure an inclusive hiring process and improve our diversity initiatives.

Reasonable Accommodations:

FBIN is committed to working with and providing reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application or interview process, please contact us at [email protected] and let us know the nature of your request along with your contact information. Resumes submitted to this email address will not be responded to.