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.

CCaaS Admin · Managed Talent

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

4 hrs

Response SLA on P1/P2

5 platforms

Genesys, NICE, Five9, Connect, Google CCAI

Fractional CCaaS Admin podteam composition

Sr platform admin×1

Reporting analyst×1

Integration engineer×1

On-call ops×1

Certifications

CCaaS AdminITIL 4Salesforce AdminPower BIRunbook Ops

Role-specific

Why teams book Managed Talent with Pronix

10 hrs/wk — Minimum engagement
Daily admin & MACD
Release & upgrades
On-call & incident response

Book your working session

30 minutes, no slides. A senior delivery lead reviews your stack and gives you a concrete pilot outline.

Trusted by enterprise CX & digital teams

Genesys Cloud
NICE CXone
Five9
Amazon Connect
Google CCAI
Salesforce Service Cloud

What you get

A working pilot in 90 days — not a 40-page slide deck.

Daily admin & MACD

User/queue/skill administration, IVR & routing changes, wallboards, integrations, provisioning and change management on your ITSM (ServiceNow, Jira).

Release & upgrades

Platform release testing, feature adoption reviews, config-as-code / DevOps hygiene and quarterly optimization reports with roadmap recommendations.

On-call & incident response

4-hour SLA on P1/P2, named primary + backup admin, escalation into our GSI-tier delivery pod, and post-incident RCAs.

Book a 30-min working session →

Proof

“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.”

Director of Contact Center Ops — US retailer

2 FTE reqs retired · SLA hit 99% · 45% lower TCO

FAQ

Questions buyers ask us first.

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 →