Fractional CCaaS admins, SLA-backed and backfilled.
Certified admins for Genesys Cloud, NICE CXone, Five9, Amazon Connect and Google CCAI — from 10 hours a week, with a named backup and a 4-hour SLA.
- 10 hrs/wk — Minimum engagement
- Daily admin & MACD
- Release & upgrades
- On-call & incident response
30 minutes, no slides. A senior delivery lead reviews your stack and gives you a concrete pilot outline.
- Genesys Cloud
- NICE CXone
- Five9
- Amazon Connect
- Google CCAI
- Salesforce Service Cloud
A working pilot in 90 days — not a 40-page slide deck.
User/queue/skill administration, IVR & routing changes, wallboards, integrations, provisioning and change management on your ITSM (ServiceNow, Jira).
Platform release testing, feature adoption reviews, config-as-code / DevOps hygiene and quarterly optimization reports with roadmap recommendations.
4-hour SLA on P1/P2, named primary + backup admin, escalation into our GSI-tier delivery pod, and post-incident RCAs.
“We ran two open admin reqs for 9 months. We hired a fractional pod instead and closed the reqs — same coverage, half the cost, better SLAs.”
Questions buyers ask us first.
- How are rates structured?
- Hourly or monthly rates by role and seniority, quoted per engagement — fractional admins from 10 hours a week, individual contractors, or fully managed pods with a delivery lead. Managed pods typically land 30–45% below Big-4 fully-loaded contractor cost, and every SOW includes a replacement guarantee.
- What notice period applies?
- Engagements run on 30 days' written notice either way after an initial 90-day term. Replacements are provided at no additional onboarding cost if a profile is not performing.
- Where is your Fractional CCaaS Administrators talent based?
- Onshore in the United States (Plainsboro, NJ headquarters), plus nearshore and offshore delivery from our Hyderabad Global Delivery Center and teams in Dubai and London — so you can mix time zones, security requirements and cost profile.
- Which CCaaS platforms do your admins support?
- Genesys Cloud CX, NICE CXone, Five9, Amazon Connect, Google CCAI Platform and Avaya Experience Platform. Salesforce Service Cloud Voice on request.
- How is coverage structured?
- Named primary admin, named backup, plus escalation into our platform delivery pod. US business hours by default; 24×7 on-call available.
- What's the minimum engagement?
- 10 hours per week per platform, 3-month minimum. Most customers scale to 20–40 hrs/week within the first quarter.
- What SLAs do you commit to?
- 4-hour response on P1/P2 tickets, next-business-day on P3/P4, 99% SLA attainment reported monthly.
- Do you handle change management and audits?
- Yes — CAB participation, change tickets in ServiceNow/Jira, security and PCI-aligned change evidence and quarterly audit packs.
Ready to see it in your stack?
30 minutes with a delivery lead. Your architecture, your KPIs, a concrete pilot outline you can defend internally.
Book a 30-min working session →Go deeper on the platforms, services and talent behind this work.
- Platforms we deliver on
Every CCaaS, CX and AI platform Pronix implements and operates.
- CX & contact center AI
Platform, bot and agent-assist delivery and managed operations.
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All certified CCaaS, CX and AI roles by platform.