CX Configuration Specialist

1 week ago

Irving, Texas, United States Diversant Full time
About the Role

We 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 Responsibilities
  • Provide application engineering professional services, specifically in the contact center domain.
  • Meet with clients, perform design sessions, and synthesize business requirements.
  • Transfer gathered requirements to an enterprise design leveraging best practices.
  • Perform all aspects of the configuration of call flows and scripting.
  • Conduct testing lifecycle (unit testing, system integration testing, quality assurance testing, and user testing).
  • Work with customers to rollout final solution into production.
Requirements
  • 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 (voice, email, chat, SMS).
  • 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.
Desired Skills
  • 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#.
  • Ability to train 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.
  • 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 (ServiceNow, ZenDesk, Microsoft Dynamics, MS Teams).
Education/Certifications
  • Bachelor or Master of Science in Computer Science or Software Engineering.
  • NICE inContact CXone Certified Implementation Partner Certifications.
Pay Range and Benefits

We offer a competitive pay range of $70-80/hr w2, based on eligibility, and a comprehensive benefits package that includes 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 (as required by law), employee assistance program (EAP).

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