Description

You will manage enterprise-wide contact center solutions using the NICE inContact CXone platform, owning the design, configuration, and support lifecycle.

Responsibilities

• Conduct design sessions to synthesize business requirements into enterprise architectures.
• Configure call flows and scripting for voice, email, chat, and SMS channels.
• Execute the full testing lifecycle, including unit, system integration, QA, and user acceptance testing.
• Document technical requirements through call flow diagrams and functional design specifications.
• Troubleshoot contact center issues involving call routing, traces, and third-party integrations.

Required Skills

• 5+ years of experience in Contact Center Services implementation and configuration.
• Expertise in the NICE inContact CXone platform, including Studio, visual editors, and script programming.
• Proficiency with RESTful web services and API integrations for CRMs and databases.
• NICE CXone Core, QM, PC, WFM, or DFO certifications (or equivalent experience).
• Strong background in software engineering, programming paradigms, and design patterns.
• Experience with ServiceNow, ZenDesk, Microsoft Dynamics, or MS Teams.
• Working knowledge of Javascript/Node, Python, Java, or C#.
• Ability to interpret business requirements and design appropriate technical solutions.

Key Skills

Education

Any Graduate