CX NICE Configuration Specialist

CX Configuration Specialist

Remote

Contract

MUST HAVE SKILLS (Most Important):

• Bachelor or Master of Science in Computer Science or Software Engineering

• Five or more years of experience in Contact Center Services implementation and configuration

• Expertise in NICE InContact CXone platform for contact center services

• NICE inContact CXOne Certifications – NICE CXOne CIP Core Plus/QM/PC/WFM (or equivalent experience)

• Know 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 (inbound/outbound), 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

• 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#

• Experience with RESTful web services and integration with APIs for CRMs and databases

• Understand technical requirements and be able to document those requirements via call flow diagrams and functional design specifications

• Ability to interpret and analyze business requirements, identify risks and design appropriate solutions.

• Ability to self-manage in a fast-paced environment.

• Strong oral and written communications skills to both technical and non-technical audiences

• Ability to assess capabilities and limitations of architectures and recommend alternative solutions

• Excellent written and verbal communication skills

• Be capable of presenting and reviewing design specifications with stakeholders

DESIRED SKILLS:

• Capable of training 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

• Expertise in: Genesys, Cisco, AWS, Avaya, Aspect, NICE, IVR technologies (CPE)

• Enhanced Unified Communications or telecommunications knowledge

• Experience with Workforce Management

• Experience with Feedback Management, DB Connector and Virtual Agent Hub with Dialog flow Experience in designing CRM Agent Applications inside CXone Console (Service Now, Zen Desk, Microsoft Dynamics, MS Teams)

EDUCATION/CERTIFICATIONS:

Bachelor or Master of Science in Computer Science or Software Engineering

NICE in Contact CXone Certified Implementation Partner Certifications