NICE CXone Configuration Consultant

2 months 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 customer experiences.

Key Responsibilities:
  • Utilize your Bachelor or Master of Science in Computer Science or Software Engineering to drive successful implementations.
  • Apply your extensive experience (five or more years) in Contact Center Services to configure and optimize systems.
  • Demonstrate proficiency in the NICE InContact CXone platform, ensuring seamless operation of contact center services.
  • Maintain and obtain NICE inContact CXOne Certifications to stay updated with industry standards.
  • Implement NICE CXOne CIP Core Plus/QM/PC/WFM solutions or leverage equivalent experience.
  • Utilize User Hub or Central Administration tools for effective configuration of contact center objects.
  • Employ your skills in NICE inContact Studio, utilizing the visual editor and script programming language for diverse contact flows (voice, email, chat, SMS).
  • Showcase your ability to script complex call flows within intricate call center environments.
  • Troubleshoot and resolve contact center issues, including call routing and integrations.
  • Leverage your solid background in software engineering and programming languages to enhance system performance.
  • Design and implement software architecture and design patterns to improve functionality.
  • Work with common programming languages such as Javascript/Node, Python, Java, and C#.
  • Integrate RESTful web services with APIs for CRMs and databases to streamline operations.
  • Analyze business requirements to design effective solutions while identifying potential risks.
  • Self-manage in a dynamic environment, demonstrating strong organizational skills.
  • Communicate effectively with both technical and non-technical stakeholders.
  • Assess architectural capabilities and limitations, providing recommendations for improvements.
  • Present and review design specifications with stakeholders to ensure alignment.

Desired Skills:
  • Train clients on CXone Administration tools, Agent MAX, Supervisor Desktops, and reporting functionalities.
  • Exhibit strong client relationship management, negotiation, and conflict resolution skills.
  • Possess expertise in technologies such as Genesys, Cisco, AWS, Avaya, Aspect, NICE, and IVR.
  • Have a solid understanding of Unified Communications and telecommunications.
  • Experience in Workforce Management and Feedback Management is a plus.
  • Familiarity with DB Connector and Virtual Agent Hub with Dialog flow is beneficial.
  • Design CRM Agent Applications within the CXone Console, integrating with platforms like Service Now, Zen Desk, and Microsoft Dynamics.

Education/Certifications:
  • Bachelor or Master of Science in Computer Science or Software Engineering is required.
  • NICE in Contact CXone Certified Implementation Partner Certifications are preferred.

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