CX Configuration Specialist

2 weeks ago


Austin, Texas, United States Connect Tech+Talent Full time
CX Configuration Specialist

We are seeking a highly skilled CX Configuration Specialist to join our team at Connect Tech+Talent. As a key member of our team, you will be responsible for implementing and configuring NICE InContact CXone platform for contact center services.

Key Responsibilities:
  • Implement and configure NICE InContact CXone platform for contact center services
  • Develop and maintain complex call flow scripts using the visual editor and script programming language
  • Troubleshoot contact center issues, call routing, traces, integrations, and other technical problems
  • Design and implement software architecture and design patterns for contact center solutions
  • Collaborate with cross-functional teams to identify and prioritize business requirements and technical solutions
Requirements:
  • Bachelor or Master of Science in Computer Science or Software Engineering
  • Five or more years of experience in Contact Center Services implementation and configuration
  • Expertise in NICE InContact CXone platform for contact center services
  • NICE inContact CXOne Certifications - NICE CXOne CIP Core Plus/QM/PC/WFM (or equivalent experience)
  • Strong understanding of software engineering, programming paradigms, and programming languages
  • Excellent written and verbal communication skills to both technical and non-technical audiences
Desired Skills:
  • Capable of training 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
  • Expertise in Genesys, Cisco, AWS, Avaya, Aspect, NICE, IVR technologies (CPE)
Education/Certifications:
  • Bachelor or Master of Science in Computer Science or Software Engineering
  • NICE in Contact CXone Certified Implementation Partner Certifications


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