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NICE Contact Center Configuration Specialist

4 weeks ago

Orlando, Florida, United States Parallel Partners Full time

We are seeking a highly skilled Technical Specialist to maintain and improve our NICE inContact platform and connections with external systems. The ideal candidate will have expertise in NICE inContact, including experience with UserHub administration and inContact Studio coding.

Key Responsibilities:
  • Developing and maintaining custom integrations to backend systems such as web services, databases, and reporting infrastructures.
  • NICE inContact platform administration: users, skills, points of contact, dispositions, etc.
  • Using subject matter expertise on contact center technologies to help design and develop novel workflows and other custom business solutions.
  • Implementing and monitoring event alerting and error handling to ensure maximum platform uptime and speedy issue resolution.
  • Collaborating with contact center managers, data analysts, attorneys, and technical staff during all phases of project implementation, including requirements, design, development, testing, and production.
  • Maintaining documentation to ensure successful long-term platform administration.
  • Providing guidance for business decisions on issues such as performance, scalability, reliability, and security.
  • Interfacing with management, technical team peers, contact center operations stakeholders, and external vendors.
  • Planning and executing projects on time, within budget, and with high quality.
  • Escalating issues that require executive attention.
Requirements:
  • Bachelor or Master of Science in Computer Science or Software Engineering.
  • Expertise in NICE inContact, including experience with UserHub administration and inContact Studio coding.
  • Experience with Quality Management, Personal Connection and Workforce Management (WFM) preferred.
  • Programming experience in Python, Java, JavaScript/Node, or another common language.
  • Advanced Microsoft Office skills including expert MS Excel ability.
  • Understanding of software development methodologies and best practices.
  • Excellent organizational and project governance skills.
  • Must be able to read, write, and speak fluent English.