CX NICE Implementation Expert

1 week ago


Austin, Texas, United States Connect Tech+Talent Full time

CX Configuration Specialist - Remote - Contract

Overview:
Join Connect Tech+Talent as a CX Configuration Specialist, where you will leverage your expertise in contact center solutions to enhance client experiences.

Key Responsibilities:
  • Utilize your Bachelor or Master of Science in Computer Science or Software Engineering to drive innovative solutions.
  • Apply over five years of experience in implementing and configuring Contact Center Services.
  • Demonstrate proficiency in the NICE InContact CXone platform, ensuring optimal performance for contact center operations.
  • Maintain NICE inContact CXOne Certifications to stay current with industry standards.
  • Implement NICE CXOne CIP Core Plus/QM/PC/WFM methodologies or equivalent experience.
  • Utilize User Hub or Central Administration tools for effective contact center object configuration.
  • Exhibit extensive experience with NICE inContact Studio, utilizing visual editors and script programming languages for diverse contact flows (voice, email, chat, SMS).
  • Showcase proven abilities in scripting complex call flows within call center environments.
  • Troubleshoot contact center challenges, including call routing, traces, and integrations.
  • Leverage a solid foundation in software engineering, programming paradigms, and languages.
  • Design and implement software architecture and design patterns effectively.
  • Utilize common programming languages such as Javascript/Node, Python, Java, and C# for development tasks.
  • Integrate RESTful web services with APIs for CRM and database functionalities.
  • Analyze business requirements, identify risks, and design tailored solutions.
  • Manage tasks independently in a dynamic work environment.
  • Communicate effectively with both technical and non-technical stakeholders.
  • Assess architectural capabilities and limitations, recommending alternative solutions as necessary.
  • Present and review design specifications with relevant stakeholders.

Desired Skills:
  • Train clients on CXone Administration tools, Agent MAX, Supervisor Desktops, Dashboards, and standard reporting.
  • Exhibit strong client relationship management, negotiation, and conflict resolution skills.
  • Demonstrate expertise in technologies such as Genesys, Cisco, AWS, Avaya, Aspect, NICE, and IVR.
  • Possess enhanced knowledge in Unified Communications or telecommunications.
  • Experience with Workforce Management systems.
  • Familiarity with Feedback Management, DB Connector, and Virtual Agent Hub with Dialogflow.
  • Design CRM Agent Applications within the CXone Console (Service Now, Zen Desk, Microsoft Dynamics, MS Teams).

Education/Certifications:
  • Bachelor or Master of Science in Computer Science or Software Engineering.
  • NICE inContact CXone Certified Implementation Partner Certifications.


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