CX Configuration Specialist
1 week ago
Innova Solutions is seeking a highly skilled CX Configuration Specialist to join our team. As a key member of our Consulting Services practice, you will work with clients to design and implement enterprise-wide Contact Center solutions on the NICE inContact CXone platform.
Key Responsibilities- Provide application engineering professional services, specifically in the contact center domain.
- Meet with clients to discuss business requirements and design solutions.
- Configure call flows and scripting, perform testing, and work with clients to rollout final solutions into production.
- Collaborate with cross-functional teams to ensure successful project delivery.
- 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.
- 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.
- 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#.
- Capable of training customers on the CXone Administration tools, Agent MAX, and Supervisor Desktops.
- 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.
- Bachelor or Master of Science in Computer Science or Software Engineering.
- NICE inContact CXone Certified Implementation Partner Certifications.
Innova Solutions offers a competitive compensation package, including medical and pharmacy coverage, dental and vision insurance, 401(k), health savings account (HSA), flexible spending account (FSA), life insurance, pet insurance, short-term and long-term disability, accident and critical illness coverage, pre-paid legal and ID theft protection, sick time, and other types of paid leaves.
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CX Configuration Specialist
1 week ago
Irving, Texas, United States Diversant Full timeAbout the RoleWe are seeking a highly skilled CX Configuration Specialist to join our team at Diversant. As a key member of our Consulting Services practice, you will work with clients to manage enterprise-wide Contact Center solutions on the NICE inContact CXone platform.Key ResponsibilitiesProvide application engineering professional services, specifically...
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CX Configuration Specialist
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