Description

You will manage the implementation and configuration of contact center services using the NICE CXone platform.

This role is remote.

Responsibilities

• Configure contact center objects using User Hub or Central Administration tools.
• Design and script complex contact flows for voice, email, chat, and SMS using NICE inContact Studio.
• Troubleshoot contact center issues, including call routing, traces, and integrations.
• Translate business requirements into technical documentation, call flow diagrams, and functional design specifications.
• Assess architectural capabilities and limitations to recommend appropriate technical solutions.

Required Skills

• 5+ years of experience in Contact Center Services implementation and configuration.
• Expertise in the NICE inContact CXone platform.
• Strong background in software engineering, programming paradigms, and design patterns.
• Proficiency in Javascript/Node, Python, Java, or C#.
• Experience with RESTful web services and API integrations for CRMs and databases.
• Bachelor or Master of Science in Computer Science or Software Engineering.
• Ability to present and review design specifications with both technical and non-technical stakeholders.

Preferred Skills

• Experience designing CRM Agent Applications inside CXone Console (ServiceNow, Zendesk, Microsoft Dynamics, MS Teams).
• Knowledge of Genesys, Cisco, AWS, Avaya, Aspect, or IVR technologies.

Key Skills

Education

Bachelor or Master of Science in Computer Science