CX - NICE Engineer 3 (QA)

The CXone - NICE Engineer 3 (QA) role involves working with the CXone and NICE customer experience platforms to design, configure, and implement quality assurance (QA) solutions that meet the needs of the organization and its customers. This role requires a deep understanding of CXone and NICE technologies and tools, as well as experience with contact center operations and customer experience design.

Responsibilities of a CXone - NICE Engineer 3 (QA) role may include:

• Configuring and customizing CXone and NICE products to meet business requirements for quality monitoring, evaluation, and coaching.
• Designing and implementing QA workflows, such as evaluation forms, scoring methodologies, and coaching plans.
• Collaborating with cross-functional teams to integrate CXone and NICE solutions with other contact center technologies, such as CRM and telephony systems.
• Troubleshooting and resolving technical issues related to CXone and NICE QA products and integrations.
• Developing and maintaining documentation of system configurations, workflows, and procedures.
• Conducting testing and quality assurance of CXone and NICE QA products and configurations.
• Providing training and support to end-users and stakeholders.
• Staying up-to-date with industry trends and advancements in CXone and NICE QA technologies.

Qualifications for a CXone - NICE Engineer 3 (QA) role may include:

• Bachelors degree in Computer Science, Information Systems, or related field.
• 5+ years of experience in CXone and NICE QA configuration and implementation.
• Strong understanding of contact center operations and customer experience design principles.
• Experience with scripting languages such as JavaScript and Python.
• Excellent communication and interpersonal skills, with the ability to collaborate with technical and non-technical stakeholders.
• Ability to work independently and manage multiple projects simultaneously.
• Strong analytical and problem-solving skills.
• Knowledge of cloud-based computing and virtualization technologies.
• Professional certifications such as NICE Quality Administrator or CXone Quality Management Administrator may be preferred.