Description

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

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.
  • NICE CXOne CIP Core Plus, QM, PC, or WFM certifications (or equivalent experience).
  • 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.
  • Experience with Workforce Management or Feedback Management.

Key Skills
Education

Bachelor or Master of Science in Computer Science

Back To Jobs