CX Configuration Specialist

7 days ago

Irving, Texas, United States Innova Solutions Full time
About the Role

Innova Solutions is seeking a highly skilled CX Configuration Specialist to join our team as a customer-facing resource to manage enterprise-wide Contact Center solutions for customers on the NICE inContact CXone platform.

Key Responsibilities
  • Provide application engineering professional services, specifically in the contact center domain.
  • Meet with clients, perform design sessions, synthesize business requirements, and transfer gathered requirements to an enterprise design leveraging best practices.
  • Perform all aspects of the configuration of call flows and scripting, and work with customers to rollout final solutions into production.
  • Collaborate with customers to identify and implement solutions that meet their business needs.
  • Develop and maintain strong relationships with customers to ensure their satisfaction with our services.
Requirements
  • Experience in Contact Center Services implementation and configuration.
  • Expertise in NICE InContact CXone platform for contact center services.
  • NICE inContact CXOne Certifications - NICE CXOne Core/QM/PC/WFM/DFO (or equivalent experience).
  • Knowledge of User Hub or Central Administration tools for contact center object configuration.
  • Extensive experience with NICE inContact Studio using the visual editor and script programming language for contact flows (voice (inbound/outbound), email, chat, SMS).
  • Proven ability in call flow scripting of complex call center environments.
  • Experience with troubleshooting contact center issues, call routing, traces, integrations, etc.
  • Experience with RESTful web services and integration with APIs for CRMs and databases.
  • Ability to interpret and analyze business requirements, identify risks, and design appropriate solutions.
  • Excellent written and verbal communication skills.
  • Ability to present and review design specifications with stakeholders.
Preferred Qualifications
  • Ability to assess capabilities and limitations of architectures and recommend alternative solutions.
  • Solid background in software engineering, programming paradigms, and programming languages.
  • Experience in software architecture and design patterns.
  • Experience with common programming languages such as Javascript/Node, Python, Java, C#.
  • Ability to train customers on the CXone Administration tools, Agent MAX and Supervisor Desktops, Dashboards, and standard out-of-the-box reporting.
  • Client relationship management, negotiation, and conflict resolution skills.
  • Enhanced Unified Communications or telecommunications knowledge.
  • Experience with Workforce Management.
  • Experience with Feedback Management, DB Connector, and Virtual Agent Hub with Dialogflow.
  • Experience in designing CRM Agent Applications inside CXone Console (ServiceNow, ZenDesk, Microsoft Dynamics, MS Teams).
  • Bachelor of Science in Computer Science or Software Engineering.
About Innova Solutions

Innova Solutions is a global technology and business transformation solutions provider, employing approximately 50,000 professionals worldwide. We deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

We are an Equal Opportunity Employer and prohibit any kind of unlawful discrimination and harassment. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where we operate.

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