CX Configuration Specialist

5 days ago

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

About the Role:

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 contact center services using the NICE InContact CXone platform.

Key Responsibilities:

  • Implement and configure contact center services using the NICE InContact CXone platform.
  • Develop and maintain complex call flows using the visual editor and script programming language.
  • Provide expert-level support for troubleshooting contact center issues, call routing, traces, integrations, and more.
  • Collaborate with cross-functional teams to design and implement software architecture and design patterns.
  • Develop and maintain technical requirements and document them via call flow diagrams and functional design specifications.
  • Assess capabilities and limitations of architectures and recommend alternative solutions.
  • Present and review design specifications with stakeholders.

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).
  • 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.
  • Solid background in software engineering, programming paradigms, and programming languages.
  • Experience with common programming languages such as Javascript/Node, Python, Java, C#.
  • Experience with RESTful web services and integration with APIs for CRMs and databases.
  • Strong oral and written communications 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).
  • Enhanced Unified Communications or telecommunications knowledge.
  • Experience with Workforce Management.
  • Experience with Feedback Management, DB Connector, and Virtual Agent Hub with Dialog flow.
  • Experience in designing CRM Agent Applications inside 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.

Language: English (en-US)

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